Topic: Understanding Service Recovery

SERVICE RECOVERY Topic 1 UNDERSTANDING SERVICE FAILURE No Avoiding Service Failures Services fail when users become dissatisfied with the service experience when it doesn’t match their expectations. Expectations are formed by a number of variables, including the...

Topic: From Zero-defect to Service Recovery

SERVICE RECOVERY Topic 1 From Zero-Defect to Service Recovery Zero Defects (ZD), a concept originally introduced to eliminate errors in aerospace manufacturing, was introduced into services design decades after it proved impossible to achieve industrial production. ...

Topic: Service Recovery Quadrant

SERVICE RECOVERY Topic 3 Determining Whether to Recover a Service Determining how to recover a service depends on the user’s perspective of the failure (matched to expectation) and an understanding of the circumstances (severity). Service Recovery Quadrant (TM) The...

Topic: Service Recovery Planning

SERVICE RECOVERY Topic 4 Service Recovery Planning To build a service recovery program requires gathering insights into service failures. Preparation begins by keeping a log of instances of user dissatisfaction. This is a serious activity with significant...
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