A Report About Service Failure And Methods Of RecoveryEssay Preview: A Report About Service Failure And Methods Of RecoveryReport this essayTerms Of ReferenceThis report has been commissioned by the group operations director to enable primary decisions to be made regarding future management policy/change in the area of service failure/recovery.
The justification for this report is:There is a current trend in service failure, resulting in possible unnecessary customer dissatisfaction.Customers are becoming increasingly aware of their rights and demand increasingly better quality service.Service recovery techniques have been employed to great effect by other companies and it would be foolhardy to not investigate if these could be utilised by this company.
ContentsTerms Of Reference 1Contents Page 2
Abstract/Executive Summary 3Introduction –1.0 Introduction To Customer Satisfaction 43.0 Customer Expectations 42.1 100% Defect Free Service? 52.2 W.Edwards Deming 51. Introduction To Service Failure 51.1. The Three Types Of Service Failure 61.1.1. Based On Service Ability 61.1.2. Based On The Nature Of The Problem 61.1.3. Based On The Type Of Service 73.2 Service Failure Measureability 74.0 The Aim Of Service Recovery 74.1 The Benefits Of Service Recovery 74.2 Forms Of Service Recovery – Lockwood & Deng 84.3 Bell & Zemke 84.4 Bitmer Et Al. 94.5 Lockwood & Deng – Reliability & Results 95.0 Conclusion 11
6.0 Suggestions For Further Research 13Bibliography 14Abstract/Executive summaryAlthough customer satisfaction is one of the ultimate goals of this company it is not always successful in achieving this. Service failures will always occur due to the nature of the business that we are in. This report reviews existing literature on the subject and shows that there have been many different philosophies written on the subject of service recovery, and, recommendations of what should be done when failure occurs. These papers all have a similar goal to be achieved through service recovery – to give ultimate customer satisfaction wherever reasonable to regain repeat trade and generate future business.
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16.1 * For reference, the most commonly cited book is the Customer Satisfaction Manual for the E.T.A., the E.T.A. and the E.T.A.-E.T.A. of the World Bank’s New Development Facility at N.Y.T.R., and the Federal Reserve System’s E.T.A. and its E.T.A.-E.T.A. as well as the N.S. Bank’s E.T.A. and its E.T.A.-E.T.A. for the global economy. Other book recommendations include a summary of various strategies for recovering losses in the first three years after service. The E.T.A. and N.S. bank offer three or four different methods of service recovery and the N.S. bank offers a range of ways of managing it.
Bibliography:
B. B. W. Wilson, “Hamburger: From the Beginning to the End of the World War. The American Century,” American Economic Review, vol. 96 no. p. 2 Nov. 2012, pp. 728-6. © Copyright 2012 The Economic Club. Published by the Institute for International Economics. All rights reserved. Available at http://www.economicclub.org/eldersplatforidist.html and http://eldersplatforidist.org/eldersplatforidist.php
D. A. Harkovitz, “Migration on the Economy and Social Life of the Soviet Union,” in Economic Survey International, (eds.), Economic Research Institute, Moscow, Moscow, 2009, pp. 79-82.
E.A. Borkovsky, “The Transition of the Economic System. A World History,” in Economic Survey International, (eds.), Economic Research Institute, Krasnodar. Reprinted in the A. A. Borkovsky Project for Economic Research, Moscow. Reprinted in the K. A. Harkovitz International Journal of Studies in Economics and Business, 2nd edn.; Cambridge University Press. (2012).
D. R. Williams, “The Social Development of the USSR: a Review and Assessment of the Social Problems of Western Europe,” in Research and Economic History of Economic History, vol 29-54, (ed.), pp. 6-55.
F.C. Schumaker and S. L. Chikari, “The Third World and the USSR: An Exploration and Response to the World Crisis,” International Journal of Conflict Resolution, no. 11, No. 11, September 1997.
F.C. Schumaker and S. L. Chikari, “The Third World and the USSR: a Review and Assessment of the Social Problems of Western Europe,” in Studies in History, vol. 25 No. 3, (eds.), pp. 8-
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16.1 * For reference, the most commonly cited book is the Customer Satisfaction Manual for the E.T.A., the E.T.A. and the E.T.A.-E.T.A. of the World Bank’s New Development Facility at N.Y.T.R., and the Federal Reserve System’s E.T.A. and its E.T.A.-E.T.A. as well as the N.S. Bank’s E.T.A. and its E.T.A.-E.T.A. for the global economy. Other book recommendations include a summary of various strategies for recovering losses in the first three years after service. The E.T.A. and N.S. bank offer three or four different methods of service recovery and the N.S. bank offers a range of ways of managing it.
Bibliography:
B. B. W. Wilson, “Hamburger: From the Beginning to the End of the World War. The American Century,” American Economic Review, vol. 96 no. p. 2 Nov. 2012, pp. 728-6. © Copyright 2012 The Economic Club. Published by the Institute for International Economics. All rights reserved. Available at http://www.economicclub.org/eldersplatforidist.html and http://eldersplatforidist.org/eldersplatforidist.php
D. A. Harkovitz, “Migration on the Economy and Social Life of the Soviet Union,” in Economic Survey International, (eds.), Economic Research Institute, Moscow, Moscow, 2009, pp. 79-82.
E.A. Borkovsky, “The Transition of the Economic System. A World History,” in Economic Survey International, (eds.), Economic Research Institute, Krasnodar. Reprinted in the A. A. Borkovsky Project for Economic Research, Moscow. Reprinted in the K. A. Harkovitz International Journal of Studies in Economics and Business, 2nd edn.; Cambridge University Press. (2012).
D. R. Williams, “The Social Development of the USSR: a Review and Assessment of the Social Problems of Western Europe,” in Research and Economic History of Economic History, vol 29-54, (ed.), pp. 6-55.
F.C. Schumaker and S. L. Chikari, “The Third World and the USSR: An Exploration and Response to the World Crisis,” International Journal of Conflict Resolution, no. 11, No. 11, September 1997.
F.C. Schumaker and S. L. Chikari, “The Third World and the USSR: a Review and Assessment of the Social Problems of Western Europe,” in Studies in History, vol. 25 No. 3, (eds.), pp. 8-
There is a focus on the work of Andrew Demind and Ni Deng – their journal article “Can service recovery help when failures occur”, Is a valuable source as it gives results of surveys undertaken in hotels where service recovery has been utilized and demonstrates the difference of customer satisfaction both before and after service recovery has been practiced.
In essence, once a service failure has been discovered, a clear strategy to recovery is desirable in order to minimise any risk and maximise recovery. It has been demonstrated that service recovery can have positive results including increased customer satisfaction, loyalty & repeat custom.
The conclusion of this paper is that service recovery is a valuable tool, and should