This covers the following topics under service marketing, Service encounter, customer satisfaction, why services fail. How to improve service for a company.

1. z
Class Review
Service Marketing

2. z
Service Encounter Themes

3. z
What is Service Recovery?
Service recovery is company’s resolution of a problem from a dissatisfied
customer, trying to convert them into loyal customer.
For example: তিিাস গ্যাস can not give gas from 8:00 a.m. to 12:00 p.m. at
01.01.2020. So, they aware the people at 31.12.2019

4. z
Major Reasons of Service Failure
A service failure can occur for any one here is most common service
failure…
1. Not Arriving or Delivering Within Stated Time Window.
2. High Charges for Bad or Slow Service.
3. Repeated Repair Visits.
4. Not Delivering on Brand Promises.
5. Overpromising, but Under delivering.
6. Poorly Trained Customer Service Team Members.
7. Inconsistent Service.

5. Service Recovery
Paradox

6. z
Complaint actions of Customer
1. Complaint to service provide
2. Negative Word of mouth
3. Third party action

7. z
Complaint Actions of Customer cont.
Service Failure
Dissatisfaction
Complaint Action No Complaint Action
Complai
nto
Provider
Negativ
e
WOM
Third
Party
Action
Exit/Switch to
Competitor
Stay
Exit/Switch to
Competitor
Stay