作者：Godin Amaury 5 年以前
325
Service Recovery Strategies
Speed response: the higher it is, the smaller the amount of money required
The best solution is not only one recovery strategies, but a adequete combination of all the recovery strategies
Service failure
New customer expectation: fixe the problem
Clientes more dissatisfied of the recovery than the failure itself
Compensation
Econonomic incentive offered to counteract the inequity caused by service failure
Communication
Media press activites taken in order to make the customer aware of root causes and rescue processes
Decay effect: medium
Peak impact: medium
Build up medium
Apology
Convey politness, concern and empathy
Based on affective factor
Decay effect: rapid
Peak impact: weak
Build up: rapid
Quality improvement
Find solutions to avoid the failure in the future
Based on cognitive factor
Decay effect: long
Peak impact: high
Build up: long
Service Recovery Strategies
Objective
Recuperate consumer satisfaction
Reduce customers churn rates
Dynamic process composed of the interaction of:
