9 Complaints, service failure, recovery.ppt - SERVICES MARKETING MANAGEMENT WEEK 9 COMPLAINTS AND RECOVERY Complaints Service Failure Service Recovery

9 Complaints, service failure, recovery.ppt - SERVICES...

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SERVICES MARKETING MANAGEMENT WEEK 9 COMPLAINTS AND RECOVERY
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Complaints, Service Failure & Service Recovery SERVICE FAILURES USUALLY THREE CATEGORIES: (a) SERVICE DELIVERY SYSTEM FAILURES – FAILURES IN THE CORE BEING (1) UNAVAILABLE SERVICE (2) UNREASONABLY SLOW SERVICE (3) OTHER SPECIFIC CORE FAILURES E.G. DIRTY HOSPITAL BED
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Complaints (b) Failure to respond to customer needs and requests (1) Implicit needs – those which are obvious and should be noticed e.g. special needs and disruptive others (2) explicit requests – customer preferences and customer errors
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Complaints (c) Unprompted and unsolicited employee actions ( 1) level of attention (2) unusual action (3) cultural norms e.g. equality, fairness, stealing (4) adverse conditions e.g. staff escape first in fire alert
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Complaints and Service Failure Fewer people complain than defect Most people tell a number of others about dissatisfaction Companies generally either discourage
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  • Fall '18
  • R Eid
  • Marketing, Complaint, Pleading, Federal Rules of Civil Procedure

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