SERVICE RECOVERY

Mere som dette

KM

af Pero Gruyo

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

af José Arévalo

The Research - Inquiry Process

af David Cruz

Chapter 3 - Internal Controls

af Matt Rich

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