M Marketing
6th Edition
ISBN: 9781259924033
Author: Levy Grewal
Publisher: Mcgraw-Hill
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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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