The importance of the service recovery for firms. Introduction: Service recovery is the process to bring the customers from the state of dissatisfaction to the state of satisfaction.

Question

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Answer 1

Question

Chapter 13.5, Problem 1PC

Summary Introduction

To determine: The importance of the service recovery for firms.

Introduction: Service recovery is the process to bring the customers from the state of dissatisfaction to the state of satisfaction.

Expert Solution & Answer

Answer to Problem 1PC

Service recovery is important for firms because it increases the customer satisfaction and brings the positive intentions of the customers towards the firm.

Explanation of Solution

Despite providing the best possible services to the customers, some customer expectations would still leave unsatisfied. Firm’s effective and efficient service recovery efforts can regain the trust of the customers in the firm and increases the satisfaction of the customer. Because of the good service recovery efforts, customers intend to purchase more from the firm and give a positive word of mouth.

Conclusion

Thus, it can be concluded that to increase the satisfaction of the consumer, service recovery is very important for the firm.

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Suggest, three ways, your company (service and product provider) can attain asustainable competitive advantage in the local market. Give rationales for youranswer.

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Adapted from: (Case 18. Nando’s International: Taking chicken to the world. Re-printed with the kind permission of De WitsBusiness School. http://cws.cengage.co.uk/hoffman/students/cases16-18/case_18.pdf)Q1. Assess the reasons behind Nando’s struggles to establish profitable operations in foreign markets such as Australia, theUK, and Canada. Additionally, propose two alternative market entry strategies that could have been more effective in theseregions, and justify your recommendations.

Answer 2

Question

Chapter 13.5, Problem 1PC

Summary Introduction

To determine: The importance of the service recovery for firms.

Introduction: Service recovery is the process to bring the customers from the state of dissatisfaction to the state of satisfaction.

Expert Solution & Answer

Answer to Problem 1PC

Service recovery is important for firms because it increases the customer satisfaction and brings the positive intentions of the customers towards the firm.

Explanation of Solution

Despite providing the best possible services to the customers, some customer expectations would still leave unsatisfied. Firm’s effective and efficient service recovery efforts can regain the trust of the customers in the firm and increases the satisfaction of the customer. Because of the good service recovery efforts, customers intend to purchase more from the firm and give a positive word of mouth.

Conclusion

Thus, it can be concluded that to increase the satisfaction of the consumer, service recovery is very important for the firm.

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Subscribe now to access step-by-step solutions to millions of textbook problems written by subject matter experts!

Answer 3

Question

Chapter 13.5, Problem 1PC

Summary Introduction

To determine: The importance of the service recovery for firms.

Introduction: Service recovery is the process to bring the customers from the state of dissatisfaction to the state of satisfaction.

Expert Solution & Answer

Answer to Problem 1PC

Service recovery is important for firms because it increases the customer satisfaction and brings the positive intentions of the customers towards the firm.

Explanation of Solution

Despite providing the best possible services to the customers, some customer expectations would still leave unsatisfied. Firm’s effective and efficient service recovery efforts can regain the trust of the customers in the firm and increases the satisfaction of the customer. Because of the good service recovery efforts, customers intend to purchase more from the firm and give a positive word of mouth.

Conclusion

Thus, it can be concluded that to increase the satisfaction of the consumer, service recovery is very important for the firm.

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Subscribe now to access step-by-step solutions to millions of textbook problems written by subject matter experts!

Answer 4

Question

Chapter 13.5, Problem 1PC

Summary Introduction

To determine: The importance of the service recovery for firms.

Introduction: Service recovery is the process to bring the customers from the state of dissatisfaction to the state of satisfaction.

Expert Solution & Answer

Answer to Problem 1PC

Service recovery is important for firms because it increases the customer satisfaction and brings the positive intentions of the customers towards the firm.

Explanation of Solution

Despite providing the best possible services to the customers, some customer expectations would still leave unsatisfied. Firm’s effective and efficient service recovery efforts can regain the trust of the customers in the firm and increases the satisfaction of the customer. Because of the good service recovery efforts, customers intend to purchase more from the firm and give a positive word of mouth.

Conclusion

Thus, it can be concluded that to increase the satisfaction of the consumer, service recovery is very important for the firm.

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Subscribe now to access step-by-step solutions to millions of textbook problems written by subject matter experts!

Answer 5

Chapter 13.5, Problem 1PC

Summary Introduction

To determine: The importance of the service recovery for firms.

Introduction: Service recovery is the process to bring the customers from the state of dissatisfaction to the state of satisfaction.

Expert Solution & Answer

Answer to Problem 1PC

Service recovery is important for firms because it increases the customer satisfaction and brings the positive intentions of the customers towards the firm.

Explanation of Solution

Despite providing the best possible services to the customers, some customer expectations would still leave unsatisfied. Firm’s effective and efficient service recovery efforts can regain the trust of the customers in the firm and increases the satisfaction of the customer. Because of the good service recovery efforts, customers intend to purchase more from the firm and give a positive word of mouth.

Conclusion

Thus, it can be concluded that to increase the satisfaction of the consumer, service recovery is very important for the firm.

Answer 6

Chapter 13.5, Problem 1PC

Summary Introduction

To determine: The importance of the service recovery for firms.

Introduction: Service recovery is the process to bring the customers from the state of dissatisfaction to the state of satisfaction.

Expert Solution & Answer

Answer to Problem 1PC

Service recovery is important for firms because it increases the customer satisfaction and brings the positive intentions of the customers towards the firm.

Explanation of Solution

Despite providing the best possible services to the customers, some customer expectations would still leave unsatisfied. Firm’s effective and efficient service recovery efforts can regain the trust of the customers in the firm and increases the satisfaction of the customer. Because of the good service recovery efforts, customers intend to purchase more from the firm and give a positive word of mouth.

Conclusion

Thus, it can be concluded that to increase the satisfaction of the consumer, service recovery is very important for the firm.

Answer 7

Chapter 13.5, Problem 1PC

Summary Introduction

To determine: The importance of the service recovery for firms.

Introduction: Service recovery is the process to bring the customers from the state of dissatisfaction to the state of satisfaction.

Answer 8

Expert Solution & Answer

Answer to Problem 1PC

Service recovery is important for firms because it increases the customer satisfaction and brings the positive intentions of the customers towards the firm.

Answer 9

Expert Solution & Answer

Answer 10

Expert Solution & Answer

Answer 11

Explanation of Solution

Despite providing the best possible services to the customers, some customer expectations would still leave unsatisfied. Firm’s effective and efficient service recovery efforts can regain the trust of the customers in the firm and increases the satisfaction of the customer. Because of the good service recovery efforts, customers intend to purchase more from the firm and give a positive word of mouth.

Answer 12

Conclusion

Thus, it can be concluded that to increase the satisfaction of the consumer, service recovery is very important for the firm.

Answer 13

Ch. 13.1 - Prob. 1PC Ch. 13.1 - Prob. 2PC Ch. 13.4 - Prob. 1PC Ch. 13.4 - Prob. 2PC Ch. 13.5 - Prob. 1PC Ch. 13.5 - Prob. 2PC

The importance of the service recovery for firms. Introduction: Service recovery is the process to bring the customers from the state of dissatisfaction to the state of satisfaction.

Concept explainers

To determine: The importance of the service recovery for firms.

Introduction: Service recovery is the process to bring the customers from the state of dissatisfaction to the state of satisfaction.

Answer to Problem 1PC

Explanation of Solution

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Chapter 13 Solutions

The importance of the service recovery for firms. Introduction: Service recovery is the process to bring the customers from the state of dissatisfaction to the state of satisfaction.

Concept explainers

To determine: The importance of the service recovery for firms. Introduction: Service recovery is the process to bring the customers from the state of dissatisfaction to the state of satisfaction.

Answer to Problem 1PC

Explanation of Solution

Want to see more full solutions like this?

Chapter 13 Solutions

To determine: The importance of the service recovery for firms.

Introduction: Service recovery is the process to bring the customers from the state of dissatisfaction to the state of satisfaction.