SERVICE RECOVERY

Mere som dette

Areas para la Consultoría de Servicios basados en Nuevas TIC's

af José Arévalo

Aviation Safety

af Fatima Embalo

Tim Hortons

af Gabriel Ho-Garcia

INTRODUCTION TO SPORT MANAGMENT ( SMG103 )

af MARCELLA ANAK MARTIN

SERVICE RECOVERY

Very satisfied

Very unsatisfied

Data and Measure

Customer satisfaction level

Data configuration

Management

Customer expectations

Quantify how much money the company must spend to fully recover customer satisfaction losses

There are always failures in services

Check when to take rescue initiatives

Cognitive answers

Dynamic Effects

Affective answers

Long decay

Short decay

Rescue Strategies

Sorry for the failures

Communications

Compensation

Improve quality