Got a tricky question? Receive an answer from students like you! Try us!

"Service Failure" - Essay Example

Free
High school
Author : loma66
Essay
Marketing
Pages 3 (753 words)
Download 1

Summary

There are several horror stories of service failures in almost every industry, from problematic products to inefficient customer service employees. The service failure I will share is not something I experienced first-hand. However, because I believe the actions of the service provider can fully illustrate the point of this week’s topic I have chosen to share my friend’s experience instead of mine…

Extract of sample
"Service Failure"

The sale date was July 2013 and the relatives were supposed to fly out in January of 2014. Last month, my friend’s sister who had also bought a ticket during the promotional period reported to her that she and her husband needed to re-schedule their flight. Apparently, the airline had cancelled all morning flights for that route. Affected passengers were given the chance to move their trips to the afternoon or another day for free. After a couple of weeks, my friend herself received an email from the airline informing her that they were completely getting rid of that route altogether. There was no mention of a refund for any affected passengers. My friend and her husband have written the airline asking for a refund on all eight tickets she had bought for her family. They are still waiting for a response. Service failure is manifested in this situation because of several points. First, the airline company failed to inform their customers of the change in their flight schedule when they cancelled morning flights. According to my friend, there was no notice made in the media. Second, the company again made the mistake of cancelling the route altogether without due notice to the public. ...
Download paper

Related Essays

marketing research
Table of Contents 1. Introduction -4 1.1 Research Questions-4 1.2 Research Aim-4 1.3 Research Objectives -4 1.4 Research Hypothesis-5 2. Literature Review-6 2.1 Service Recovery -6 2.2 Customer satisfaction-7 2.3 Customer loyalty-7 2.4 Service Recovery, Customer Satisfaction and Customer Retention 3. Research Methodology -9 3.1 Research Approach -9 3.2 Research Methods-9 3.3 Research Design-9 3.4 Ethical considerations-11 4. Findings and Analysis -12 5. Conclusion and Recommendations-17 6.
10 pages (2510 words)
Airline Customer Service
With the many options that are in the travel market today, airline customer service has to be top notch in order to gain repeat customers. Needs and expectations of the customers Airline customer services have deteriorated in the recent years due to growth of the travel industry. There has been lack of amenities. The airlines use the 9/11 events as reason for their actions by justifying it as economical necessity. Further implementation of newer technology for security screening has added to the frustration of the customers. There is also the matter of the employee and customer relation. This…
3 pages (753 words)
Service Recovery and Customer Satisfaction
316) believe that today’s business contexts are on the verge of a new economic era driven by the experience economy. This piece of research paper explains the relevance of service recovery followed by the service failure and describes different ways to achieve service recovery. The paper also explains how customer satisfaction and financial performance are interrelated and details whether they are always positively related. Service Recovery Strategic service breeds success to many marketers whereas many others fail since their service is inferior to that of others or is less attractive to…
8 pages (2008 words)
Service Marketing -- Critical Incident Report
9 B.1.3 What made the incident satisfying? 10 B.1.4 What could have been done differently? 10 B.2 Service Incident Analysis 10 B.2.1 Incident Appraisal 10 B.2.1.1 The types of encounter that occurred 11 B.2.1.2 The source(s) of displeasure 11 B.2.1.3 The relevant service quality gap 12 B.2.2 Recommendations 13 References 14 Executive Summary Included in this paper are two service incident descriptions with satisfying and dissatisfying scenarios and two service incident analyses. The point of views are taken from the actual customer experience and in the case of incident analyses were taken…
8 pages (2008 words)
Service Marketing
Hart (1990) stated that recruiting a new customer costs five times than to keep current customers happy and content. This statement holds great value in every sense as organizations often try hard to keep customers happy by offering great services. At the same time, organizations have service recovery tools that help in gaining customers loyalty and trust back. Service recovery tools often help in enhancing customer’s retention by properly responding to service failures. The assignment aims at highlighting the impact of service failure on the business along with developing a service recovery…
8 pages (2008 words)
Significance of Service Recovery Effects on Customer Satisfaction/Loyalty
Further, the research results showed that their was a correlation between service recovery and customer loyalty. 1. Introduction The concept of service recovery is both a business function and a critical focus point from the marketing perspective. The hotel industry is majorly based on offering intangible services and this makes service recovery an important business strategy. Essentially, service recovery entails the measures that an organization puts in place to respond to failures in service delivery. The hotel industry is prone to several variables that make it necessary to put in place…
10 pages (2510 words)
Marketing - Service Marketing
Dividing the various services encounters into two sections of “satisfying” and “dissatisfying” experiences, let’s start with the first encounter experience at the Ice Bar in London. Our experience at the Ice Bar in London was average because we were kept waiting for 20 minutes. Once entered in the specified area, we got the feeling of cramped in an overcrowded space without any seating arrangement. Staff strength was minimal to attend to the large crowd although their smiling faces reduced our level of dissatisfaction. The management should add more aesthetic elements to the bar so…
12 pages (3012 words)