An Empirical Experiment on Service Recovery Design

Authors

Marc Preston Bernhisel, Brigham Young University
Dr. Kristie Seawright, Brigham Young University

Keywords

service recovery design, service delivery, failures

College

Marriott School of Management

Department

Management

Abstract

“Mistakes are an unavoidable feature of all human endeavor and thus also of service delivery” (Boshoff, 1997, p.110). Regardless of the efforts and precautions to avoid breakdowns and errors in service delivery, failures are bound to occur. Although failures will always occur, firms can avoid the cost of losing customers through service recovery. Zemke and Bell (1990) defined service recovery as a “thought-out, planned process for returning aggrieved customers to a state of satisfaction with the firm after a service or product has failed to live up to expectations” (p. 43).

Recommended Citation

Bernhisel, Marc Preston and Seawright, Dr. Kristie (2013) "An Empirical Experiment on Service Recovery Design," Journal of Undergraduate Research: Vol. 2013: Iss. 1, Article 2464.
Available at: https://scholarsarchive.byu.edu/jur/vol2013/iss1/2464