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Chapter 7

Chapter 7
- Service failure occurs when service performance that falls below a customer’s expectations in such a
way that leads to customer dissatisfaction.
- Service recovery refers to the actions taken by a firm in response to service failure.
- Only a small percent of customers complain
+ Service recovery must be SUPERLATIVE Only with responsiveness, redress, and empathy/courtesy Only
with tangible rewards
+ Even though service recovery can improve satisfaction, it has not been found to increase purchase
intentions or perceptions of the brand
+ Service recovery is expensive
Types of Complainers
- Passives: least likely to take any action, say anything to the provider, spread negative WOM, or
complain to a third party; doubtful of the effectiveness of complaining.
- Voicers: actively complain to the provider, but not likely to spread negative WOM; believe in the
positive consequences of complaining - the service provider’s best friends!
- Irates: more likely to engage in negative WOM to friends and relatives and to switch providers; average
in complaints to provider; unlikely to complain to third parties; more angry, less likely to give provider a
second chance
- Activists: above average propensity to complain on all levels; more likely to complain to a third party;
feel most alienated from the marketplace compared to other groups; in extreme cases can become
Service Recovery
Service Guarantee
- Guarantee = an assurance of the fulfillment of a condition
- In a business context, a guarantee is a pledge or assurance that a product offered by a firm will
perform as promised and, if not, then some form of reparation will be undertaken by the firm - For
tangible products, a guarantee is often done in the form of a warranty - Services are often not
guaranteed + Cannot return the service + Service experience is intangible (so what do you guarantee?)
Characteristics of an Effective Service Guarantee
- Unconditional
+ The guarantee should make its promise unconditionally – no strings attached - Meaningful + The firm
should guarantee elements of the service that are important to the customer
+ The payout should cover fully the customer’s dissatisfaction
- Easy to Understand
+ Customers need to understand what to expect
+ Employees need to understand what to do
- Easy to Invoke
+ The firm should eliminate hoops or red tape in the way of accessing or collecting on the guarantee
Reasons to not offer guarantee:
Existing service quality is poor
A guarantee does not fit the company’s image
Service quality is truly uncontrollable
Potential exists for customer abuse of the guarantee
Costs of the guarantee outweigh the benefits
Customers perceive little risk in the service