Questions from Service Marketing

Q: Why don’t many more unhappy customers complain? What do customers expect

Why don’t many more unhappy customers complain? What do customers expect the firm to do once they have filed a complaint?

Q: Why would a firm prefer its unhappy customers to come forward and

Why would a firm prefer its unhappy customers to come forward and complain?

Q: What is the service recovery paradox? Under what conditions is this

What is the service recovery paradox? Under what conditions is this paradox most likely to hold? Why is it best to deliver the service as planned, even if the paradox does hold in a specific context?...

Q: How can a firm make it easy for dissatisfied customers to complain

How can a firm make it easy for dissatisfied customers to complain?

Q: How generous should compensations related to service recovery be?

How generous should compensations related to service recovery be?

Q: How should service guarantees be designed? What are the benefits of

How should service guarantees be designed? What are the benefits of service guarantees over and above a good complaint handling and service recovery system?

Q: Describe the building blocks for managing capacity and demand.

Describe the building blocks for managing capacity and demand.

Q: Under what conditions is it not suitable to introduce a service guarantee

Under what conditions is it not suitable to introduce a service guarantee?

Q: What are the different types of jay customers? How can a

What are the different types of jay customers? How can a service firm deal with such customers?

Q: How do customers typically respond to service failures?

How do customers typically respond to service failures?