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Fad3611 Service Recovery

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G
GOEL'S WORLD
BusinessTechnology
1 of 9
Amity Business School MBA Class of 2010, Semester III Service Recovery Prof. P K Bansal
CUSTOMER BEHAVIOUR COMPLAINT FITS THEIR NORM, MORE ALIENATED, CASUALLY CAN BECOME 'TERRORISTS' SOME WHAT ALIENATED ANGRY WITH PROVIDERS LESS ALIENATED FROM SOCIETY, COMPLAIN HAS SOCIAL BENEFITS DOUBT EFFECTIVENE NOT WORTH TIME AND EFFORT, PERSONAL VALUES PSYCHOLOGY DAMAGING NEGATIVE LESS LIKELY NO W.O.M COMPLAIN TO PROVIDERS, FRIENDS, THIRD PARTY NO FEEDBACK ACTIVELY COMPLAIN LEAST LIKELY ACTION ACTIVISTS IRATES VOICERS PASSIVE
SERVICE RECOVERY ,[object Object],[object Object],[object Object]
1 - APOLOGY. ,[object Object],[object Object],[object Object]
2 - URGENT EFFORT ,[object Object],[object Object],[object Object]
3 - EMPATHY ,[object Object],[object Object],[object Object],[object Object]
4 - COMPENSATION ,[object Object],[object Object],[object Object]
5 - FOLLOW-UP ,[object Object],[object Object],[object Object]
[object Object],[object Object]

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Fad3611 Service Recovery

  • 1. Amity Business School MBA Class of 2010, Semester III Service Recovery Prof. P K Bansal
  • 2. CUSTOMER BEHAVIOUR COMPLAINT FITS THEIR NORM, MORE ALIENATED, CASUALLY CAN BECOME 'TERRORISTS' SOME WHAT ALIENATED ANGRY WITH PROVIDERS LESS ALIENATED FROM SOCIETY, COMPLAIN HAS SOCIAL BENEFITS DOUBT EFFECTIVENE NOT WORTH TIME AND EFFORT, PERSONAL VALUES PSYCHOLOGY DAMAGING NEGATIVE LESS LIKELY NO W.O.M COMPLAIN TO PROVIDERS, FRIENDS, THIRD PARTY NO FEEDBACK ACTIVELY COMPLAIN LEAST LIKELY ACTION ACTIVISTS IRATES VOICERS PASSIVE
  • 3.
  • 4.
  • 5.
  • 6.
  • 7.
  • 8.
  • 9.