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Kripa Kalro- SSM - Chp 11-14

Kripa Kalro- SSM - Chp 11-14

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Published by Jigya
PPT of chapters 11 to 14 by Prof. Kripa Kalro for tybms sem 5th SSM:
11 - SERVICE FAILURE, COMPLAINT HANDLING AND SERVICE RECOVERY
12 - RELATIONSHIP MARKETING
13 - IMPACT OF TECHNOLOGY ON SERVICES
14 - INTERNATIONALIZATION OF
SERVICES
PPT of chapters 11 to 14 by Prof. Kripa Kalro for tybms sem 5th SSM:
11 - SERVICE FAILURE, COMPLAINT HANDLING AND SERVICE RECOVERY
12 - RELATIONSHIP MARKETING
13 - IMPACT OF TECHNOLOGY ON SERVICES
14 - INTERNATIONALIZATION OF
SERVICES

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Published by: Jigya on Aug 30, 2009
Copyright:Attribution Non-commercial

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05/21/2014

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CHAPTER 11:
SERVICE FAILURE,COMPLAINTHANDLING ANDSERVICE RECOVERY
 
DISCONFIRMATION MODEL
P > E+VE DSatisfactionMemorable:RepeatPurchase
EXPECTEDPERFORMANCEPERCEIVEDPERFORMANCECOMPARISION
P = EConfirmationNeutralForgetful: HasoptionsP < E- VE DDissatisfactionAwful: Never Repeat Buy
 
SERVICE FAILURE
TAKE ACTIONDO NOTHING
Complainto theProvider Complainto FamilyandFriendsComplainto ThirdPartySwitch Provider Stay with theProvider 
STAYSWITCH
CUSTOMER RESPONSES TO SERVICEFAILURES

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