Summary
Contents
Subject index
This is the first book to address the topic of new service development for the evolving experience economy. It draws upon the expertise of internationally recognized authors and covers topics in service innovation, process design, and implementation. Contributors from the fields of operations management, marketing, marketing information technology, and organizational behaviour explore the issues that service firms must address to sustain advantage in the new experience economy.
Service Recovery
Service Recovery
Service recovery is a firm's response to failures in its delivery system. Some service breakdowns are inevitable because service delivery systems are characterized by the simultaneous production and consumption of service and by the inclusion of customers in the service transformation process. Zeithaml, Parasuraman, and Berry (1985) describe services that have a great deal of customer input as “heterogeneous”; that is, the variability of participants and interactions results in different outcomes from moment to moment. Services performed in the presence of the customer, therefore, are especially prone to mistakes.
Even the best service companies are not error free. Because it is impossible to predict or prevent every possible service failure, service recovery must be an integral part of a successful service delivery ...
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