Tag: Service recovery

In hot water – A tale of service failure and recovery 

Last week, right when I was feeling very sorry for myself because of the booster vaccine’s side effects and needed a pick me up, our Nespresso coffee machine stopped working. It started by being a little bit annoying; but, 48 hours later, it was really frustrating, and I was seriously considering quitting coffee or, at … Continue reading In hot water – A tale of service failure and recovery 

Offering rebates as a form of service recovery can actually backfire

It happened, again. You know the script: the internet is down; you try all the tricks in the book; they don’t work; you call the provider; they tell you that “we are experiencing some technical problems in the area”; they apologise; eventually, they offer you a rebate on your monthly fee which hardly makes up … Continue reading Offering rebates as a form of service recovery can actually backfire

The benefits of service recovery on Social Media

Many customers see social media as a quick way of solving problems that they experienced with their purchases. Yet, research in the airline industry shows that companies are reluctant to handle complaints on that channel.   This is a very short-sighted reaction, because many of those customers that complained on social media, and didn’t get … Continue reading The benefits of service recovery on Social Media

How service failures impact on what matters for customers

I came across an interesting paper that explored how the drivers of customer satisfaction changed in the event of a service failure vs. normal service, and how different types of failure influenced what factors were most important in driving customer satisfaction.   The paper is entitled “The Impact of Service Operations Failures on Customer Satisfaction: … Continue reading How service failures impact on what matters for customers

Good experiences vs. good memories

I recently came across ‘Random Assignment’, a fabulous blog looking at the application of social psychology in daily life (interesting topics and very accessible writing – consider following it). One of the posts had a link to this presentation by Professor of Psychology Paul Rozin: Professor Rozin applies insights from psychology to understanding what makes … Continue reading Good experiences vs. good memories