Table of Contents
Service Recovery
Service Recovery
Figure 7-1 Unhappy Customers’ Repurchase Intentions
Recovery Paradox
Figure 7-3 Customer Response Following Service
Failure
Types of Complainers
Fairness
PPT Slide
Figure 7-6 Causes Behind Service Switching
Service Guarantees
Table 7-7 Characteristics of an Effective Service
Guarantee
Why a Good Guarantee Works
Service Guarantees
Service Guarantees
Lessons from the Hampton Inn Guarantee