al.). Organizations that are attaining the highest levels of performance in services industries have created processes for internalizing lessons learned in service recovery and transforming them into processes and strategies (Boshoff, 43, 44). Based on the accumulated research a proposed Services Recovery Model is also defined in this analysis. This proposed model defines the need for coherence and consistency between organizational and individual service recovery strategies, based on the foundation of accumulated expectations of customers. The focus of the Services Recovery Model is the validation and reinforcement of trust through coherency and consistency of organizational and individually-oriented recovery strategies.
From these theoretical foundations, the developments of strategic responses to service recovery are possible to design, implement and monitor over time. Service recovery has progressed as an academic discipline and business practice due to the increasingly commoditized product strategies that rely increasingly on price and service, less on product or services features. In conjunction with the commoditization of products is the increasingly sophisticated use of analytics and lifetime customer metrics.
From the insights gained from analytics, multi-dimensional approaches to defining service recovery strategies continue to be made more effective and targeted (Bhandari, Tsarenko, Polonsky, 174). Despite these external market dynamics the objective of making ongoing relationships as productive and valuable as possible for customers is crucial for greater levels of trust and loyalty to be earned. Despite the ongoing and often thorough efforts of organizations to deliver exceptional levels of performance in services, it is often seen as an unrealistic goal or objective if attainment is set at 100% (McCullough, et.al.). The shift from seeing customer problems as a source of cost and pain to viewing them as a potential...
Service Recovery in a Successful Relationship After exhausting all the possible thresholds of the product manufacturing industry the marketers and the organizations are showing a clear tilt towards the services sector. The service industry refers to the companies that are involved in the rendering intangible services for the benefit of the customers. Irrespective of the fact that the service industry deals with intangibles but yet the services sector operates fully
Sales promotions are also a potential component for Geico, although they are not commonly used in the insurance business. However, the company can offer lower rates if they so desired. 4. Customer satisfaction is critical to customer retention. In service firms, the key point of differentiation is the service offered. Thus, if the service is not satisfactory, the customer is likely to find another service provider or to find a
The focus must also be on how to create the place or location so it is eclectic enough to meet the diverse expectations of the customer base. When the Gap Model of Service Quality is applied to Place there are many areas of marketing strategy that need to be taken into account. First, there is the need to ensure the Place or location does not cause the need for service
Disaster Recovery Recovery: Disaster and Crisis Disaster recovery has become an important aspect of a company's strategic plan. The main reason for an increased concern can be attributed to the fact that integration and alliances at an international level have increased so that there are more linkages and higher interdependencies that have increased the exposure of people to international risk. This also means that companies are more prone to be affected by
persistent existence of sexual violence within the United States armed forces is a fact that has been long recognized by policymakers, military officials, health care professionals and the news media. The risk of exposure by women service members to sexual violence within the military is high and the PENs model will help to break down this issue systematically. The VHA policies with regard to military sexual trauma represents a uniquely
Management Styles Fool-proofing a service operation. In the banking industry, a significant service industry in any country, optimized operations are essential to ensure that the public has maximum confidence in the operators of this industry. Bank of America and its operations have been selected for discussion in this study. The bank has grown tremendously in the past few years. CEO, Ken Lewis realized that the bank could gain a wider market share
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