Complaints Handling and Service Recovery - Coursework Example

olgate & Norris (2001) add that a customer is likely to stay within the organization if they are satisfied with the service recovery process.... Hence, it is essential for service providers to ensure that effective service recovery processes are in place.... The authors further examine the relationship that exists between affective customer loyalty and service failure with the aim of highlighting how marketing strategy can be used to minimize service failure within an organization....

… The paper 'The Customer Interface of the service Processes - Aboriginal Cultural Centre and Keeping Place " is a good example of a marketing case study.... Understanding, designing and management of customer interface of service processes are core in every organization.... The emergence of new technologies has lead to the emergence of ways to make the customer service process easy.... The paper 'The Customer Interface of the service Processes - Aboriginal Cultural Centre and Keeping Place " is a good example of a marketing case study....

Continuous leadership means that a leader will develop well-defined goals by handling ambiguities under the department and form the path forward (Ladyshewsky 2010, 296).... … The paper "Organizational Behavior in Sales Team" is a perfect example of a marketing assignment.... nbsp;Salesforce should have a highly competitive environment where they have a healthy competition among the team (Gonzalez, Hoffman, Ingram & LaForge 2010, 224)....

… The paper "Parcel Delivery service Concept for Consumers" is a great example of a marketing research paper.... The paper "Parcel Delivery service Concept for Consumers" is a great example of a marketing research paper.... The same concept can be applied in the service industry to help in service delivery.... The concept of 8 Ps in the marketing mix has been used majorly as a basis for the service concept....

Some of the factors that could have caused this are: poor social ethics within the Airways staff; disputes or poor relations between the workers of the airline could have led to them ignoring one another hence leading to this service failure.... Poor supervision of workers or situations where errors by the employees are not reported by their counterparts if noticed at the airline could have led to negligence of duty by workers could have caused the luggage to end up being taken to a different destination; unskilled or unqualified personnel would bring in the essence of informalities and poor coordination hence service failure, lack of enough personnel to serve the duties at the airline could be a factor leading to service failure since some jobs would remain unattended to; poor management of the airline whereby the top managers have no proper quality control of services can cause poor performance of the service provider hence such a mistake and also poor working conditions that don't favor the workers of the airline to render their services appropriately can lead to service failure....

Accordingly, poor service recovery and service failure are the fundamental causes of customer complaints (Komunda, 2013).... Provision of “zero-defect” service is often the mission and objective of a typical service provider.... However, service delivery problems are often inevitable within the service industry because of the inimitable characteristics of services (Kau & Loh, 2006).... Provision of “zero-defect” service is often the mission and objective of a typical service provider....

ustomer Satisfaction and LoyaltyResearch indicates that the greatest barrier to the airline industry to effective service recovery is only complained by about 5-10 % of customers while other clients that are unsatisfied silently switch to other service providers while making negative comments about the previous company (Li 2015).... As such, advocating for the service recovery technique through hiring, training, and empowerment in services provides the company with easy access to complaints and effective responses in call centers and customer database....