Service recovery

Honelako gehiago

Unit_V2

Javier Fuentes‑k egina

My Cultural Identity

Ida Falecka‑k egina

pschology teachers_theories

B Carron‑k egina

11 inventions that changed the world

Daniel Sima‑k egina

Service recovery

Functionality rate

No effect after second week

Immediate impact

Short term decay

Medium term decay

Cumulative

Immediate

Long term decay

Strategies

Communication

Fix time of problem

Root causes of problem

Awareness of customer

Apology

Comfort

Effort

Politeness

Compensation

Coupons

Free merchandise

Discounts

Quality improvement

Fix failure

Quality service

Improvement

Definition

Long term duration

Recuperate customer satisfaction

Engage marketing actvities

Dynamic process