Service Recovery Technique
“The perfect, error-free organisation that never slips up or encounters problems that impact on consumers is unimaginable.” Hibbert, Sally A., et al. "Service Recovery Following Dysfunctional Consumer Participation." Journal of Consumer Behaviour, vol. 11, no. 4, Jul/Aug2012, pp. 329-338. EBSCOhost, doi:10.1002/cb.1391.
The fact that service failure is almost inevitable does not make it any more acceptable to consumers, and it jeopardises the relationship between an organisation and its customers, threatening repeat patronage and loyalty and generating negative word of mouth.
“Service recovery research has sought to examine the service recovery strategies of organisations and the consumer outcomes following organisations’ service recovery attempts.” Hibbert, Sally A., et al. "Service Recovery Following Dysfunctional Consumer Participation." Journal of Consumer Behaviour, vol. 11, no. 4, Jul/Aug2012, pp. 329-338. EBSCOhost, doi:10.1002/cb.1391.
Service recovery strategies include refunds, replacements, apologies, and upgrades. Primary outcomes of service recovery include satisfaction, word of mouth, and repurchase intentions.
There is ample evidence that the perceived fairness of the organisation’s response mediates the effects of service recovery on outcomes along with consumers’ emotional reactions
