Service Marketing服务营销.pptVIP

MKT 5207Service Marketing Afjal Hossain Assistant Professor Department of Marketing Chapter 08Service Recovery Reliability is Critical in Service but… In all service contexts, service failure is inevitable. 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. Complaining Customers:The Tip of the Iceberg Source: TARP Worldwide Inc., 2007. Unhappy Customers’ Repurchase Intentions Figure 8.1 Dissatisfied Consumers’