SERVICE RECOVERY

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Chapter 3 - Internal Controls

Ved Matt Rich

CHRISTIAN DIOR

Ved AZOULAY MARGAUX

OBM247 (CHAPTER 3): MANAGING CURRENT RECORD

Ved Khairul Anwar Bin Khairuddin 3R

Chapter 1

Ved Jaeger Thompson

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