Nobody downloaded yet

Analyzing Aspects of Service Recovery - Essay Example

Comments (0) Cite this document
Summary
Analysing Aspects of Service Recovery Instructor: Analysing Aspects of Service Recovery Service recovery is a critical element of healthcare systems. This paper is based on the analysis of the various aspects of service recovery…
Download full paperFile format: .doc, available for editing
GRAB THE BEST PAPER93.1% of users find it useful
Analyzing Aspects of Service Recovery
Read TextPreview

Extract of sample
"Analyzing Aspects of Service Recovery"

Download file to see previous pages In relation to theoretical aspects of measuring service quality in healthcare, it is important to note that the issue of quality in healthcare services always generates immense pressure to the healthcare providers (Rubenstein 2006, p. 70). It is of paramount importance that the patients get assurance of quality care and services that they subscribe to. It is also reasonable when the customers and patients expectations are not only met but also clearly understood under the constraints the hospitals must operate in. It can be quite difficult to measure the quality of services because intangible specifications are the ones used to determine it. An example is colour, width, height, depth among others. Many organizations have chosen a methodology called SERVQUAL (service quality) to measure the quality of their services. It is a service quality questionnaire that uses 5 dimensions in its quest for quality. The five dimensions include: responsiveness, reliability, assurance, empathy and tangible qualities such as appearance of physical facilities among others. Each dimension is measured on a scale of 1 to 7 together with its expectation and perception. The weight of each point is done according to customer importance (Schoeman 1992). The score from each dimension is then multiplied by the weighting. After this, the expectation score is subtracted from the perception score to get the Gap Score. If the Gap Score is negative, it indicates that the actual service (the perception score) is below expectation (the expected score). The Gap is the reliable indicator of the five dimensions of service quality. Decision making models can help the health care sector to assess the perceived service quality in the sector (LaCombe 1995, p. 558). . The model rates performance of hospitals. Hospitals should put more emphasis on providing health care services with empathy, reliability and professionalism to give qualified services that are satisfactory. The hospitals can improve their service quality and better service delivery to their consumers if they addressed their individual issues highlighted by SERVQUAL methodology. Considering intergenerational service preferences in health service management and delivery, health care needs vary with age and health care for the older persons has generated a number of services and programmes. This is in response to the need of a more oriented and community-based care for the ageing population. In America, the young population is fast changing to the middle-age population. This has resulted to a greater demand for health care services and products and vast competition amongst the health care providers (Porter and Teisberg 2004, p. 66). The development of a health care plan for the elderly has been directed by a range of principles and concepts that influence it. The World Health Organization (WHO) has also come up with guidelines and policy statements through the WHO Active Ageing Policy Framework that influence the community health care development program. The health care programs aim is to introduce value and new scope to the existing primary health care program by adding integrated social and health services. This will be achieved through a partnership with the public and private health care providers to meet the increasing needs of the elderly. The process of building a comprehensive program for the elderly requires consideration of some overarching facts as a guiding ...Download file to see next pagesRead More
Cite this document
  • APA
  • MLA
  • CHICAGO
(“Analyzing Aspects of Service Recovery Essay Example | Topics and Well Written Essays - 1750 words”, n.d.)
Retrieved from https://studentshare.org/management/1448680-analysing-aspects-of-service-recovery-based-on
(Analyzing Aspects of Service Recovery Essay Example | Topics and Well Written Essays - 1750 Words)
https://studentshare.org/management/1448680-analysing-aspects-of-service-recovery-based-on.
“Analyzing Aspects of Service Recovery Essay Example | Topics and Well Written Essays - 1750 Words”, n.d. https://studentshare.org/management/1448680-analysing-aspects-of-service-recovery-based-on.
  • Cited: 0 times
Comments (0)
Click to create a comment or rate a document
CHECK THESE SAMPLES - THEY ALSO FIT YOUR TOPIC
Service recovery
...?[Your full July 22, Service Recovery Service recovery is the process of removing the foul-ups that occur with time and stabilizing the system so that complaints do not come in future and the disappointment converts into satisfaction and delight in the time to come (Fitzsimmons and Fitzsimmons). While performing service recovery, the issue must be addressed properly. If the breakdown or the failure that occurred was due to the mistake of the personnel, then the service recovery is psychological in nature; while, if it was due to the failure of structural infrastructure, then the customer should be given...
1 Pages(250 words)Essay
Service Recovery and Customer Satisfaction
...the firm’s atonement has been effective and useful for the process. Analyzing the failure, assessing its impacts on customers and financial performance, and assessing how the failure impacted customer goodwill etc are involved in the process and these can help the firm learn. The service failure and service recovery process and can be an experience that can help the marketer recognize its symptoms in advance and try to avoid such troubles well in advance. Similarly, the firm can learn from the lost customers as well because their responses and feedback can be used as useful information for further developmental activities of the firm. Best...
8 Pages(2000 words)Essay
Service Recovery Effects on Customer Satisfaction
...to analyze the impact of service delivery on customer loyalty and satisfaction in the hotel industry. 1.1 Research Aim This report aims to examine the impacts of service recovery on customer satisfaction and loyalty in the hotel industry. 1.2 Research Questions a) How does service recovery affect customer satisfaction in the hotel industry? b) What is the impact of customer satisfaction on their loyalty? 1.3 Research Objectives a) To understand how service recovery effects on satisfaction in hotel industry. b) To understand the extent impact of costumer satisfaction on loyalty in hotel industry.  1.4...
16 Pages(2500 words)Essay
Service Recovery Essay
...' Evaluations of Multiple Service Failures and Recovery Efforts”. Journal of Marketing, 66.4.(2002): 57-71. Print. McCollough, M. A. The Recovery Paradox: A Conceptual Model and Empirical Investigation of Customer Satisfaction and Service Quality Attitudes After Service Failure and Recovery: Texas A&M, 1995. Print. Michel, S. “Consequences of Perceived Acceptability of Service Failures”. Journal of Financial Services Marketing, 8.4.(2004):388-400. Print. Michel, S. Analyzing the Impact of Service Recovery by Comparing Customers' Description of Processes...
8 Pages(2000 words)Essay
Analyzing
...Analyzing American Public Schools United s public education system has undergone several reforms in the past mostly intended to improve performance and graduation rate. However due to certain underlying issues, certain population of students are succeeding in US public schools and others are not. This can be attested to by the consistent reduction in the graduation rates and consistent poor test results across many public schools. Moreover, the United States has begun experiencing the impact of low performance since most American graduates cannot be employed and the nation has to depend on graduates from Europe and Asian countries. However, many American believe in the ability of their public education to satisfy the...
3 Pages(750 words)Essay
Analyzing aspects of the employment process
...which otherwise remains solely responsible for recruiting the right people at the right time (Lindner & Zoller). What makes this internal source effective is the reason that those applicants that are referred by the working employees have a clearer picture of the organizational expectations, aims and vision and can shape their expectations from the organization and their duties accordingly in a better fashion than applicants that are recruited directly through other sources (Lindner & Zoller). Another very effective internal source of recruiting is internal job postings. Vacancies year round can be filled in by the working as well as the deserving employees that can be found, located and analyzed internally through the...
8 Pages(2000 words)Essay
Service recovery in consumer banking in China
...) That systematic approach which is used in order to solicit (veteran) feedback in a proactive manner whilst responding to the same in order to create loyalty and utilize information necessary for system improvements Fitzsimmons and Fitzsimmons (2004) The process of conversion wherein a previously dissatisfied customer is transferred to a loyal customer. Lan (2008) Service recovery pertains to the efforts wherein the company brings back the customers to their businesses Michel, Bowen and Johnston (2006) The actions that providers take in response to a service failure. Michel and Coughlan (2009) Service recovery is composed of the three...
36 Pages(10000 words)Dissertation
Planning and Analyzing the Service Concept
...Planning and Analyzing the Service Concept Services are many they account for 60% to 80% of the gross domestic product and employ many people. On this study, we will look at taxi services their employees, clients and their investors in line with two models of service blueprinting and Ishikawa Diagram or Fishbone Analysis. Whereas, this paper depicts that the customer is the point of contact and evidence of the service from the customer’s point of view in terms of planning and analyzing the two looking at this industry. All business requires services based on value creation of a business-to-business...
2 Pages(500 words)Essay
Disaster recovery
...A disaster recovery plan is extremely crucial to business continuation for many reasons. First and foremost, it mitigates IT risk in any given environment. Secondly, IT risk mitigation is important to understand enterprise mitigation (Johnson,2011). Physical Access Control One of the first elements that was surprising was the fact that physical controls must be embedded. Physical controls must be embedded to ensure that facilities do not get violated and data centers are secured. This would allow the data centers to be securely equipped. The ISACA makes it very clear for enterprise risk mitigation(Tipton, 2005). Employee responsibility To avoid these type of issues, each personnel and employee has responsibility. Team...
1 Pages(250 words)Essay
Disaster Recovery
...Disaster Recovery Banks all over the world have been invaded by a cybercrime group being labeled ‘Carbanak gang’ which has been stealing millions of dollars in cash from banks and personal accounts and dispensing some of it through ATMs at different times of the day. The gang has used malware to infiltrate into the computers of bank employees and monitor through video feeds the activities of the bank and used this to steal the cash. Over $300 million dollars has been stolen so far. The incident was only discovered after an ATM in Ukraine was discovered through video monitoring to be dispensing money at random times even without anyone having inserted an ATM card or even being in the ATM booth at the time. The malware was...
1 Pages(250 words)Assignment
sponsored ads
We use cookies to create the best experience for you. Keep on browsing if you are OK with that, or find out how to manage cookies.
Let us find you another Essay on topic Analyzing Aspects of Service Recovery for FREE!
Contact Us