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Recovering From Service Failure

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Recovering from a service failure requires different strategies and techniques for a hotel serving business travellers than for a restaurant serving family dinners. State whether you agree or disagree.

Also in your response, formulate and share an action plan for an effective service guarantee for one of these types of business establishments and explain its intended impact on existing and potential customers.

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In part, recovering from a service failure requires different strategies and techniques for a hotel serving business travelers than for a restaurant serving family dinners. This is because the target audience is different for the two businesses, with each audience displaying different needs that must be fulfilled as well as different characteristics. For instance, a family dinner restaurant is more apt to rely on regular trade from community members. Recovering from a service failure in this case might be influenced from the strength of the existing customer relationship with the restaurant. If the family has been previously satisfied with the restaurant, these customers will have lower service recovery expectations and will be more easily appeased. Thus, the stronger ...

Solution Summary

This solution addresses whether hotels serving business diners must react differently to service failures than those restaurants serving family dinners. Also, the solution includes an action plan for an effective service guarantee for a restaurant and the intended impact on customers.

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Strong recovery from an error or service failure

(1) "When a service firm makes an error, a strong recovery will create an even stronger bond than if service had been smooth all along." This statement has been challenged by research but some service marketers believe it is true. Provide one example from your own experience that suggests this statement is true OR false.

OR Give an example of your experience with a service failure. Evaluate your experience based on the readings.

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