Service Recovery Strategies
Dynamic process composed of the interaction of:
Objective
Reduce customers churn rates
Recuperate consumer satisfaction
Quality improvement
Find solutions to avoid the failure in the future
Build up: long
Peak impact: high
Decay effect: long
Based on cognitive factor
Apology
Convey politness, concern and empathy
Build up: rapid
Peak impact: weak
Decay effect: rapid
Based on affective factor
Communication
Media press activites taken in order to make the customer aware of root causes and rescue processes
Build up medium
Peak impact: medium
Decay effect: medium
Based on cognitive factor
Compensation
Econonomic incentive offered to counteract the inequity caused by service failure
Build up medium
Peak impact: medium
Decay effect: medium
Based on cognitive factor