Service recovery is an organization's resolution of problems from dissatisfied customers, converting those customers into loyal customers.[1] It is the action a service provider takes in response to service failure.[2] By including customer satisfaction in the definition, service recovery is a thought-out, planned process of returning aggrieved/dissatisfied customers to a state of satisfaction with an organization/service.[3] Service recovery differs from complaint management in its focus on immediate reaction to service failures. Complaint management is based on customer complaints, which, in turn, may be triggered by service failures.[4] But since most dissatisfied customers are reluctant to complain,[5] service recovery attempts to solve problems at the service encounter before customers complain or before they leave the service encounter dissatisfied. Both complaint management and service recovery are customer retention strategies.[6] Researchers recently proved that strategies such as value co-creation and follow-up can improve the effectiveness of service recovery efforts.[7]
^James A. Fitzsimmons and Mona J. Fitzsimmmons: Service management: operations, strategy, information technology, 2011, 7th edition, p136.
^Grönroos, Christian. "Service Quality: The Six Criteria of Good Perceived Service Quality." Review of Business 9, no. Winter (1988): 10-13.
^Lewis, Barbara R. "Service Promises, Problems and Retrieval. Working Paper." Paper presented at the QUIS, Karlstad, 1996.
^Stauss, Bernd, and Wolfgang Seidel. Complaint Management. The Heart of CRM. Mason, OH: Thomson, 2005.
^Andreasen, Alain R., and Arthur Best. "Customers Complain-Does Business Respond?". Harvard Business Review 55, no. July–August (1977): 93-101.
^Halstead, Diane, Edward A Morash, and John Ozment. "Comparing Objective Service Failures and Subjective Complaints: An Investigation of Domino and Halo Effects." Journal of Business Research 36, no. 2 (1996): 107-15.
^Gohary, Ali , Hamzelu, Bahman and Alizadeh, Hamid. "Please explain why it happened! How perceived justice and customer involvement affect post co-recovery evaluations: A study of Iranian online shoppers." Journal of Retailing and Consumer Services Volume 31, July 2016, Pages 127-142.
Servicerecovery is an organization's resolution of problems from dissatisfied customers, converting those customers into loyal customers. It is the action...
The servicerecovery paradox (SRP) is a situation in which a customer thinks more highly of a company after the company has corrected a problem with their...
Recovery as a service (RaaS), sometimes referred to as disaster recovery as a service (DRaaS), is a category of cloud computing used for protecting an...
Disaster recovery assumes that the primary site is not immediately recoverable and restores data and services to a secondary site. IT Service Continuity...
A pet recoveryservice is a service that has been created for the specific purpose of reuniting lost or stolen pets with their owners. A wide variety...
drive recovery techniques ranging from software-based recovery of corrupted data, to hardware- and software-based recovery of damaged service areas (also...
Financial services are economic services tied to finance provided by financial institutions. Financial services encompass a broad range of service sector...
The recovery model, recovery approach or psychological recovery is an approach to mental disorder or substance dependence that emphasizes and supports...
Profitable Art of ServiceRecovery". Harvard Business Review. 68 (4): 148–56. PMID 10106796. Maxham, James G. III (October 2001). "ServiceRecovery's Influence...
Stellar Data Recovery is a data recovery utility for Windows, macOS and iOS developed by Stellar. The Windows version was previously known as Stellar...
The M88 Recovery Vehicle is one of the largest armored recovery vehicles (ARV) in use by United States Armed Forces. There are three variants, the M88...
An armoured recovery vehicle (ARV) is typically a powerful tank or armoured personnel carrier (APC) chassis modified for use during combat for military...
Vapor (or vapour) recovery is the process of collecting the vapors of gasoline and other fuels, so that they do not escape into the atmosphere. This is...
Heat recovery ventilation (HRV), also known as mechanical ventilation heat recovery (MVHR) or energy recovery ventilation (ERV), is a ventilation system...
SMART Recovery is an international community of peer support groups that help people recover from addictive and problematic behaviors, using a self-empowering...
operations and/or computer services are rendered partially or completely unusable. Minimizing downtime and data loss during disaster recovery is measured in terms...
A new board of directors changed the name of Enron to Enron Creditors Recovery Corp., and emphasized reorganizing and liquidating certain operations and...
differentiate a service offering, and to institutionalize and professionalize their internal management of customer complaint and servicerecovery. By delivering...
Modesto Bee, 22 April 2014 US Forest Service (2014). Rim Fire Recovery (43033) Record of Decision (PDF). USDA Forest Service. Archived (PDF) from the original...
Vehicle recovery is the recovery of any vehicle to another place, generally speaking with a commercial vehicle known as a recovery vehicle, tow truck or...
allows uses like storage for Internet applications, backups, disaster recovery, data archives, data lakes for analytics, and hybrid cloud storage. AWS...
stroke management are to reduce brain injury and promote maximum patient recovery. Rapid detection and appropriate emergency medical care are essential for...
Recovery Toolbox is a family of tools and online services for recovering corrupted files, file formats, and recovering passwords for various programs...
American Recovery and Reinvestment Act of 2009 (ARRA) (Pub. L.Tooltip Public Law (United States) 111–5 (text) (PDF)), nicknamed the Recovery Act, was...
Crime Agency, this was the Assets Recovery Agency). The Crown Office & Procurator Fiscal Service says that recovery of funds and items stops them being...
the Recovery Console an administrator can: create and remove directories, and copy, erase, display, and rename files enable and disable services (which...
"very modest charges" for goods and services including books, articles, and audio CDs to assist in the recovery process. Much of the material is offered...
armoured recovery vehicle (BARV) is an armoured recovery vehicle used for amphibious landings. There have been three different BARVs in British service since...
Global Information