SERVICE RECOVERY

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

por José Arévalo

THE GOALS AND FUNCTIONS OF FINANCIAL MANAGEMENT

por Allison Villarreal

Business ethics

por DIANA MAGALY LEYVA PEREZ

Chapter 3 - Internal Controls

por 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