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Service Recovery (Responsiveness (Site offers a meaningful gurantee, Tells…
Service Recovery
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3 Types of Consumers
Relational: consumers wish to continue the relationship with the organization & are more willing to give providers a second chance
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Oppositional: These are aggressive & confrontational consumers who believe that companies are out there to take advantage of them
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Consumer Response
Consumers who do complain to the company itself are the organsations best assets; only those who let you know can provide you with the opportunity to recover from the service failure
A popular means of complaining on the internet is through the creation of complaint sites by registering anti-domains