Service Failure Affiliation Service Failure Service failure is the breakdown in service performance that does not meet the customerâ€™s expectations. Services are usually intangible and therefore relying on the customer evaluation is very important. The service failures will always be present but the way the company handles itself to recover from the failure always matters. The customers can have several responses regarding a service failure including satisfaction responses,emotional reactions (anger, disappointment or regret) and behavioral responses (complaining). According to Seitel (2011), the frequent reason people switched companies were the experiences of service failure. This is because many employees do not care about helping theircustomers and even for those who do; they do not provide the best of the services. A service failure can adversely affect a business wherebythe long-term loyal customers may change to another service provider who provides better services (Ogden & Ogden, 2012). Bad services can bevery disappointing and frustrating to the customer that usually ends upcosting time and money on both parties in the name of trying to salvagethe situation. However, once a customer experiences a great service,
You've reached the end of your free preview.
Want to read both pages?
- Spring '13