SERVICE RECOVERY

Mai multe ca acesta

Software Project Management

creat de Hend Khalid

The Goodness of Matt Kaizer

creat de Elise Yu

OTD - Chapter 3 Manage changing global environments

creat de Sander van der Kolk

The Research - Inquiry Process

creat de David Cruz

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