Service Recovery
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Service Recovery
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Author : Ron Zemke
language : en
Publisher:
Release Date : 1995
Service Recovery written by Ron Zemke and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1995 with Business & Economics categories.
How do you fix a broken customer? Spend an hour with Ron Zemke's Service Recovery and discover the steps to take after a product or service breakdown to satisfy your customer. Zemke's guidelines are easy to implement at all levels of a company. You'll learn the economic rationale for service recovery and the recovery guidelines for strategic advantage.
Service Recovery
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Author : Gerard Blokdyk
language : en
Publisher: Createspace Independent Publishing Platform
Release Date : 2018-05-29
Service Recovery written by Gerard Blokdyk and has been published by Createspace Independent Publishing Platform this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-05-29 with categories.
Why should we adopt a Service recovery framework? Do we cover the five essential competencies-Communication, Collaboration, Innovation, Adaptability, and Leadership that improve an organization's ability to leverage the new Service recovery in a volatile global economy? How do you determine the key elements that affect Service recovery workforce satisfaction? how are these elements determined for different workforce groups and segments? What are your current levels and trends in key measures or indicators of Service recovery product and process performance that are important to and directly serve your customers? how do these results compare with the performance of your competitors and other organizations with similar offerings? What other organizational variables, such as reward systems or communication systems, affect the performance of this Service recovery process? This easy Service recovery self-assessment will make you the credible Service recovery domain leader by revealing just what you need to know to be fluent and ready for any Service recovery challenge. How do I reduce the effort in the Service recovery work to be done to get problems solved? How can I ensure that plans of action include every Service recovery task and that every Service recovery outcome is in place? How will I save time investigating strategic and tactical options and ensuring Service recovery costs are low? How can I deliver tailored Service recovery advice instantly with structured going-forward plans? There's no better guide through these mind-expanding questions than acclaimed best-selling author Gerard Blokdyk. Blokdyk ensures all Service recovery essentials are covered, from every angle: the Service recovery self-assessment shows succinctly and clearly that what needs to be clarified to organize the required activities and processes so that Service recovery outcomes are achieved. Contains extensive criteria grounded in past and current successful projects and activities by experienced Service recovery practitioners. Their mastery, combined with the easy elegance of the self-assessment, provides its superior value to you in knowing how to ensure the outcome of any efforts in Service recovery are maximized with professional results. Your purchase includes access details to the Service recovery self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows you exactly what to do next. Your exclusive instant access details can be found in your book.
Service Recovery
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Author : Andreas Oetiker
language : en
Publisher:
Release Date : 2014
Service Recovery written by Andreas Oetiker and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014 with categories.
When buying a product that does not live up to its promise as it has a defect, the customer gets disappointed and asks for remedial actions in order to get the value he paid for. This normally either contains the repair of the faulty product or exchange of the product in question. However, when purchasing a service and it turned out to lack of some of the promised components - a service failure - the company has to respond in order to diminish the damage done by the reduction of its worth. As the delivered faulty service neither can be fixed like a broken product nor it can be replaced with another service, service firms have to come up with some means to turn the disappointed customer into a satisfied one. This remedial action is called service recovery. The following study investigates what types of service recovery benefits the customer satisfaction after a specific service failure in the Swiss hotel industry. Furthermore, the study examines if a service recovery paradox can be found in the hotel environment, how much service recovery should be given, if the price class of a hotel influences the customer satisfaction after a successful service recovery and whether male and female customers weight the severity of a service failure the same. The findings show, that the most important types of service recovery are a friendly staff attendance and immediate recovery actions. Furthermore, the findings point out that in some cases, successful service recovery can lead to a service recovery paradox, that proactive service recovery is much more efficient than a reactive one and that more means of service recovery are better within the lines of not overdoing service recovery excessively. Finally, the price class of the hotel does not affect the overall satisfaction after a successful service recovery and male and female customers rate the severity of a service failure in some cases different, depending on the service failure.
Service Recovery A Clear And Concise Reference
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Author : Gerardus Blokdyk
language : en
Publisher: 5starcooks
Release Date : 2018-04-13
Service Recovery A Clear And Concise Reference written by Gerardus Blokdyk and has been published by 5starcooks this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-04-13 with categories.
What are all of our Service recovery domains and what do they do? What is Service recovery's impact on utilizing the best solution(s)? Is a fully trained team formed, supported, and committed to work on the Service recovery improvements? How does the organization define, manage, and improve its Service recovery processes? Does the Service recovery performance meet the customer's requirements? This premium Service recovery self-assessment will make you the principal Service recovery domain authority by revealing just what you need to know to be fluent and ready for any Service recovery challenge. How do I reduce the effort in the Service recovery work to be done to get problems solved? How can I ensure that plans of action include every Service recovery task and that every Service recovery outcome is in place? How will I save time investigating strategic and tactical options and ensuring Service recovery costs are low? How can I deliver tailored Service recovery advice instantly with structured going-forward plans? There's no better guide through these mind-expanding questions than acclaimed best-selling author Gerard Blokdyk. Blokdyk ensures all Service recovery essentials are covered, from every angle: the Service recovery self-assessment shows succinctly and clearly that what needs to be clarified to organize the required activities and processes so that Service recovery outcomes are achieved. Contains extensive criteria grounded in past and current successful projects and activities by experienced Service recovery practitioners. Their mastery, combined with the easy elegance of the self-assessment, provides its superior value to you in knowing how to ensure the outcome of any efforts in Service recovery are maximized with professional results. Your purchase includes access details to the Service recovery self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows you exactly what to do next. Your exclusive instant access details can be found in your book.
Customer Evaluations Of Service Failure And Recovery Encounters
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Author : Klaus Schöfer
language : en
Publisher: diplom.de
Release Date : 2003-01-10
Customer Evaluations Of Service Failure And Recovery Encounters written by Klaus Schöfer and has been published by diplom.de this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003-01-10 with Business & Economics categories.
Inhaltsangabe:Abstract: Although many firms may aspire to offer zero defects service, the possibility of service failures cannot be wholly eliminated simply because of the variety of factors that may impact on the delivery process. Consequently, the manner in which firms respond to service failures is increasingly seen as a factor that may separate the more successful firms form the others. This response, termed service recovery, is defined as the process by which the firm attempts to rectify a service failure. Some researchers suggest that a firm s response to failures can either reinforce customer relationships or exacerbate the negative effects of the failure. In fact, some assert that it is often a firm s response to a failure, rather than the failure itself, that triggers discontent. Recoveries are critical because customers perceiving poor recovery efforts may dissolve the buyer-seller relationship and purchase elsewhere. Such customer turnover can be costly, especially given that it costs more to win new customers than it does to retain current ones. As a consequence, service failure and recovery encounters have been recognised as critical moments of truth for organisations in their efforts to satisfy and keep customers. Although there is a substantial literature on customer (dis)satisfaction and complaining behaviour, relatively little progress has been made in developing a theoretical understanding of how consumer evaluate a company s response to service failure and recovery encounters. Using perceived justice theory as a conceptual foundation, the current research develops and tests a model that (1) explains how customers evaluate service failure and recovery encounters and (2) how these evaluations affect customer satisfaction and subsequent post-purchase behaviour and attitudes. The study employed a two-stage research strategy. The first phase of the research included an extensive literature review and exploratory research involving semi-structured interviews and experiments. This first stage resulted in the development of a research model establishing the links between the antecedents and outcomes of customer satisfaction judgments involving service failure and recovery encounters. In the second phase, the proposed conceptual model was evaluated through a self-administered, cross-sectional survey. Respondents were requested to recall a time when they complained to a travel and tourism services provider about a failed [...]
Self Service Recovery Second Edition
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Author : Gerardus Blokdyk
language : en
Publisher: 5starcooks
Release Date : 2018-09-18
Self Service Recovery Second Edition written by Gerardus Blokdyk and has been published by 5starcooks this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-09-18 with categories.
Is the Self-Service Recovery scope manageable? What would be the goal or target for a Self-Service Recovery's improvement team? Does the Self-Service Recovery task fit the client's priorities? What are the usability implications of Self-Service Recovery actions? What is Self-Service Recovery's impact on utilizing the best solution(s)? Defining, designing, creating, and implementing a process to solve a challenge or meet an objective is the most valuable role... In EVERY group, company, organization and department. Unless you are talking a one-time, single-use project, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?' This Self-Assessment empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Self-Service Recovery investments work better. This Self-Service Recovery All-Inclusive Self-Assessment enables You to be that person. All the tools you need to an in-depth Self-Service Recovery Self-Assessment. Featuring 675 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Self-Service Recovery improvements can be made. In using the questions you will be better able to: - diagnose Self-Service Recovery projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices - implement evidence-based best practice strategies aligned with overall goals - integrate recent advances in Self-Service Recovery and process design strategies into practice according to best practice guidelines Using a Self-Assessment tool known as the Self-Service Recovery Scorecard, you will develop a clear picture of which Self-Service Recovery areas need attention. Your purchase includes access details to the Self-Service Recovery self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next. You will receive the following contents with New and Updated specific criteria: - The latest quick edition of the book in PDF - The latest complete edition of the book in PDF, which criteria correspond to the criteria in... - The Self-Assessment Excel Dashboard, and... - Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation ...plus an extra, special, resource that helps you with project managing. INCLUDES LIFETIME SELF ASSESSMENT UPDATES Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.
Knock Your Socks Off Service Recovery
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Author : Ron Zemke
language : en
Publisher: Amacom Books
Release Date : 2000
Knock Your Socks Off Service Recovery written by Ron Zemke and has been published by Amacom Books this book supported file pdf, txt, epub, kindle and other format this book has been release on 2000 with Business & Economics categories.
Based on the popular, breezy approach of the Knock Your Socks Off Service series, the authors provide managers with an upbeat primer on creating a first-class recovery system--showing what it costs to lose customers and how little it can cost to win them back.
Service Recovery Via Twitter
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Author : Doga Istanbulluoglu
language : en
Publisher:
Release Date : 2023
Service Recovery Via Twitter written by Doga Istanbulluoglu and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023 with categories.
The online response to customer complaints (i.e., service recovery) is a central feature of modern organizations' customer-focused performance management systems. Motivated by the lack of descriptive information related to complaint handling that can be used in assessing managerial performance, we collect organizations' responses to consumer complaints via Twitter and apply Zemke and Schaaf's (1990) traditional service recovery model to explore these. We collected 10,305 tweets that describe the use of Twitter for service recovery by organizations across four industries: airlines, casual dining chain restaurants, hotels, and fast-food restaurants. The findings show that in our sample, the traditional service recovery model with five service recovery elements (apology, urgent reinstatement, empathy, symbolic atonement, and follow-up) is implemented to various degrees. Further, we identify three additional service recovery elements not previously discussed by prior research: channel transfer, feedback acknowledgement, and information request. Our findings have research implications and highlight the importance of incorporating online customer complaints into the managerial performance systems.
Service Recovery A Complete Guide 2019 Edition
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Author : Gerardus Blokdyk
language : en
Publisher: 5starcooks
Release Date : 2019-08-18
Service Recovery A Complete Guide 2019 Edition written by Gerardus Blokdyk and has been published by 5starcooks this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-08-18 with categories.
Is the service recovery test/monitoring cost justified? How do you manage and improve your service recovery work systems to deliver customer value and achieve organizational success and sustainability? Are all staff in core service recovery subjects Highly Qualified? What types of data do your service recovery indicators require? Why is service recovery important for you now? This valuable Service Recovery self-assessment will make you the dependable Service Recovery domain veteran by revealing just what you need to know to be fluent and ready for any Service Recovery challenge. How do I reduce the effort in the Service Recovery work to be done to get problems solved? How can I ensure that plans of action include every Service Recovery task and that every Service Recovery outcome is in place? How will I save time investigating strategic and tactical options and ensuring Service Recovery costs are low? How can I deliver tailored Service Recovery advice instantly with structured going-forward plans? There's no better guide through these mind-expanding questions than acclaimed best-selling author Gerard Blokdyk. Blokdyk ensures all Service Recovery essentials are covered, from every angle: the Service Recovery self-assessment shows succinctly and clearly that what needs to be clarified to organize the required activities and processes so that Service Recovery outcomes are achieved. Contains extensive criteria grounded in past and current successful projects and activities by experienced Service Recovery practitioners. Their mastery, combined with the easy elegance of the self-assessment, provides its superior value to you in knowing how to ensure the outcome of any efforts in Service Recovery are maximized with professional results. Your purchase includes access details to the Service Recovery self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows you exactly what to do next. Your exclusive instant access details can be found in your book. You will receive the following contents with New and Updated specific criteria: - The latest quick edition of the book in PDF - The latest complete edition of the book in PDF, which criteria correspond to the criteria in... - The Self-Assessment Excel Dashboard - Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation - In-depth and specific Service Recovery Checklists - Project management checklists and templates to assist with implementation INCLUDES LIFETIME SELF ASSESSMENT UPDATES Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.
A Different Approach To Service Recovery
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Author : Ed Peelen
language : en
Publisher:
Release Date : 2006
A Different Approach To Service Recovery written by Ed Peelen and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006 with categories.
It appears that service failures, like the poor, will always be with us. Almost all "moments of truth" service encounters are vulnerable to breakdowns. Handling complaints and resolving problems then become important activities to retain customers and to avoid undesirable outcomes such as negative word-of-mouth. Fortunately significant progress has been made in the field of service recovery in the last few years. However, to address service failures both effectively and efficiently, comprehensive service recovery programmes need to be formulated that take into account differences in complaints and in customers. Unfortunately, there is still a lack of understanding of the evaluation of different types of complaints by different types of consumers of service recovery efforts and their impact on outcomes such as customer satisfaction and loyalty. This exploratory study contributes to our understanding of service recovery. It attempts to assess, for different consumers and complaints, to what extent each of the underlying dimensions of service recovery influences satisfaction and repurchase intentions. Central in this study are customers of an airline company who handed in a written or oral complaint at the service desk after service failure.