Service Recovery and Customer Satisfaction

Service Recovery and Customer Satisfaction Essay example
Undergraduate
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Marketing
Pages 8 (2008 words)
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MARKETING Service Recovery and customer satisfaction Your name ……………………………………. College / University ……………………………. Date ……………………………………………. Introduction ‘Service’ in the marketing landscape has become one of the most significant component of today’s global economy…

Introduction

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 the customers. Service failure thus provides many dissatisfied customers. As Botha, Strydom and Brink (2005, p. 301), service recovery is a remedial action designed with planned process or strategy of returning an aggrieved or dissatisfied client to a state of satisfaction with the company. Customer satisfaction is perhaps the most critical milestone that almost all marketers target and it is the base for better customer relationship, customer loyalty and even for achieving sustainable competitive advantage. ...
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