Recovering and Learning From Service Failure  

Oleh:

Brown, Stephen W. ; Tax, Stephen S.

Jenis: Article from Bulletin/Magazine - ilmiah internasional
Dalam koleksi: Sloan: Management Review vol. 40 no. 1 (1998), page 75-88.
Topik: failure; recovering; learning; service failure

Ketersediaan

Perpustakaan Pusat (Semanggi) Nomor Panggil: SS27.1 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

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Isi artikel

Effective service recovery is vital to maintaining customer and employee satisfaction and loyalty, which contribute significantly to a company's revenues and profitability. Yet most customers are dissatisfied with the way companies resolve their complaints, and most companies do not take advantage of the learning opportunities afforded by service failures. The authors provide a research - based approach for helping managers develop a comprehensive service recovery system. To encourage dissatisfied customers to complain, leading firms set performance standards, often through the use of guarantees ; communicate the importance of recovery to employees ; train customers in how to complain ; and use technological support offered through customer call centers and the Internet. In resolving problems, companies need to focus on providing fair outcomes, procedures, and interactions. Successful companies develop hiring criteria and training programs that take into account employees' service - recovery role, develop guidelines for service recovery, are easily accessible to customers, and use the information in customer databases to solve problems.

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