Essays about: "service recovery after failure"

Found 5 essays containing the words service recovery after failure.

  1. 1. Reaching the Service Recovery Paradox : Using the Anchoring Effect to Reduce Required Monetary Compensation

    University essay from Högskolan i Gävle/Avdelningen för ekonomi

    Author : Jesper Björkman; Nathalie Kron; [2022]
    Keywords : service failure; service recovery; service recovery paradox SRP ; anchoring effect; cognitive bias;

    Abstract : Aim: When service failures occur, companies must use service recovery actions to recover customer satisfaction. The service recovery paradox refers to the paradox which occurs when a customer is more satisfied after successful service recovery, than they would have been if no failure had occurred. READ MORE

  3. 2. Where Service Recovery Meets its Paradox : A search for the level of Service Recovery required for the Service Recovery Paradox to occur in the Hotel Industry

    University essay from Högskolan i Gävle/Företagsekonomi

    Author : Andreas Edström; Beatrice Nylander; [2021]
    Keywords : service failure; service recovery; service recovery paradox; service recovery hotel industry; customer satisfaction;

    Abstract : Title: Where Service Recovery Meets its Paradox - A search for the level of Service Recovery required for the Service Recovery Paradox to occur in the Hotel Industry  Level: Student thesis, final assignment for Bachelor Degree in Business Administration  Author: Beatrice Nylander & Andreas Edström  Supervisor: Patrik Sörqvist  Date: 2021 – June  Aim: The purpose of this study was to, within the hotel industry, investigate at what level of service recovery the service recovery paradox will come into existence.  Method: Two surveys have been conducted where 190 respondents were introduced to a scenario- based service failure in the hotel industry. READ MORE

  4. 3. Unexpected Item in the Bagging Area : An Examination of Joint Recovery and Customer Satisfaction in Retail Self-Service

    University essay from Linköpings universitet/Företagsekonomi; Linköpings universitet/Filosofiska fakulteten

    Author : Maria Alvarez Zea; Marissa Metro; [2018]
    Keywords : Self-Service Technologies; Service Failure; Service Recovery; Retail; Customer Loyalty; Joint Recovery; Co-Creation; Customer Satisfaction;

    Abstract : With the growth of self-service technologies in retail stores and services, service failure of the technology is seemingly inevitable. This has lead to the question of how these failures influence customers, specifically their satisfaction and loyalty. READ MORE

  5. 4. Service Recovery Paradox: A quantitative research concerning customer post-recovery satisfaction in the service sector

    University essay from Linnéuniversitetet/Institutionen för marknadsföring (MF)

    Author : Jennifer Claesson; Nina Dijnér; [2017]
    Keywords : customer satisfaction; service failure; service recovery; service recovery paradox;

    Abstract : The phenomena when customers perceive a service as better after a failure and the following recovery process has occurred is called service recovery paradox. In the case of the paradox, customers are more satisfied post-recovery in comparison to if the failure would not have occurred. READ MORE

  6. 5. After Sales service : Complaint to Service Recovery Improvement

    University essay from Ekonomihögskolan, ELNU

    Author : Alain Patrick Ngae A Njama; [2012]
    Keywords : Service Recovery; Complaint handling; service failure; service process; Svetruck AB;

    Abstract : Abstract Author : Alain Patrick Ngae a Njama Tutor : Peter Caesar Examiner : Pejvak Oghazi Title : After sales service: Complaint to Service Recovery Improvement Keywords : Service Recovery, Complaint handling, service failure, service process, Svetruck AB Background : It is real that everyday people purchase goods for their daily needs and satisfaction, but unfortunately it happen that some of those goods do not live up to the customer expectations. The reality when a failure occurred is something else because is the second chance giving to the service provider to show concern. READ MORE