Linking Recovery to Profits
3 important questions on Linking Recovery to Profits
What does the profit-chain concept argue?
That profit results from customer loyalty, which results from customer satisfaction with service system.
How can the impact of service recovery be traced?
Through the improvements in the service system and through the direct effect on satisfaction of resolving the customer complaint.
How does service recovery affect the employees involved?
- Customers who found the service recovery handled fairly commented that the employee was concerned about the problem, eager to help, and happy that the complaint was resolved to the customers' satisfaction.
- When customers indicated that they found the complaint handled unfairly, employees were frequently observed to be rude and defensive, indifferent to providing assistance, and increasingly angry as the dispute progressed.
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