3. Successfully fixing a problem
with a defective product may
lead to higher consumer
satisfaction than in the case Service recovery paradox
where no problem occurred at
all.
4. Problems………….
Majority of the customers don’t complain.
Expensive to fix mistakes.
Encourages service failure.
Don’t necessity to think of the firm.
No guarantee the customer will end up
more satisfied.
5. Service recovery paradox in a chart-
Plan • to disapponted customer
• They can recover well
So that
Gain • Greater loyalty from them.
Editor's Notes
Title Slide
Title Slide
Title Slide
The customer’s experience can be mapped through a service sequence. This is an abstract map showing how the perceived quality of service can be affected by the different acts. The customer may have had some great service (act 4) but the final two acts will have left the impression of poor service.
The customer’s experience can be mapped through a service sequence. This is an abstract map showing how the perceived quality of service can be affected by the different acts. The customer may have had some great service (act 4) but the final two acts will have left the impression of poor service.
