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Service Marketing 6 - (Service Failure and Revival)

Service Marketing 6 - (Service Failure and Revival)

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Published by: Soumya Jyoti Bhattacharya on Apr 24, 2010
Copyright:Attribution Non-commercial

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05/12/2014

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Service FailureandRecovery Strategy
 
Service Recovery
The Impact of Service Failure and RecoveryHow Customers Respond to Service FailuresWhy Do (and Don¶t) People Complain?When They Complain, What Do CustomersExpect?Switching vs. Staying Following ServiceRecoveryService Recovery StrategiesService Guarantees
 
Causes Behind ServiceSwitching
ServiceSwitchingBehavior 
High PricePrice IncreasesUnfair PricingDeceptive Pricing
Pricing
Location/HoursWait for AppointmentWait for Service
Inconvenience
Service MistakesBilling ErrorsService Catastrophe
Core Service Failure
UncaringImpoliteUnresponsiveUnknowledgeable
Service Encounter Failures
Negative ResponseNo ResponseReluctant Response
Response to Service Failure
Found Better Service
Competition
CheatHard SellUnsafeConflict of Interest
Ethical Problems
Customer MovedProvider Closed
Involuntary Switching

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