Understanding service failure and complaint management in marketing oriented organisations: a review
Although marketing-oriented organizations have customer satisfaction as a major goal, it is difficult (if not impossible) to provide 'zero defects' services. Service failures can and do occur. This is largely due to the nature of services, especially in high contact service encounters. If...
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| Format: | Article |
| Language: | English |
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Midlands State University
2015
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| Online Access: | http://hdl.handle.net/11408/565 |
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| _version_ | 1779905623595417600 |
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| author | Mupemhi, Shepherd Mupemhi, Ronicah Feremba, Judity T. |
| author_facet | Mupemhi, Shepherd Mupemhi, Ronicah Feremba, Judity T. |
| author_sort | Mupemhi, Shepherd |
| collection | DSpace |
| description | Although marketing-oriented organizations have customer satisfaction as a major goal, it is difficult (if not impossible) to provide 'zero defects' services. Service failures can and do occur. This is largely due to the nature of services, especially in high contact service encounters. If service failures cannot be avoided then organizations must have clear service recovery strategies to prevent customer defections. Organisations must be able to solicit customer complaints and properly handle these complaints to keep the customer satisfied. This paper reviews existing literature on service failure
and complaint management in marketing-oriented organizations and identifies the strategies that organisations can use to keep the customers satisfied after experiencing a service failure |
| format | Article |
| id | ir-11408-565 |
| institution | My University |
| language | English |
| publishDate | 2015 |
| publisher | Midlands State University |
| record_format | dspace |
| spelling | ir-11408-5652022-06-27T13:49:06Z Understanding service failure and complaint management in marketing oriented organisations: a review Mupemhi, Shepherd Mupemhi, Ronicah Feremba, Judity T. Customer satisfaction Marketing Although marketing-oriented organizations have customer satisfaction as a major goal, it is difficult (if not impossible) to provide 'zero defects' services. Service failures can and do occur. This is largely due to the nature of services, especially in high contact service encounters. If service failures cannot be avoided then organizations must have clear service recovery strategies to prevent customer defections. Organisations must be able to solicit customer complaints and properly handle these complaints to keep the customer satisfied. This paper reviews existing literature on service failure and complaint management in marketing-oriented organizations and identifies the strategies that organisations can use to keep the customers satisfied after experiencing a service failure 2015-03-14T13:51:57Z 2015-03-14T13:51:57Z 2006 Article 1815-9036 http://hdl.handle.net/11408/565 en The Dyke;Vol.2, No. 2.2; p.98-105 open Midlands State University |
| spellingShingle | Customer satisfaction Marketing Mupemhi, Shepherd Mupemhi, Ronicah Feremba, Judity T. Understanding service failure and complaint management in marketing oriented organisations: a review |
| title | Understanding service failure and complaint management in marketing oriented organisations: a review |
| title_full | Understanding service failure and complaint management in marketing oriented organisations: a review |
| title_fullStr | Understanding service failure and complaint management in marketing oriented organisations: a review |
| title_full_unstemmed | Understanding service failure and complaint management in marketing oriented organisations: a review |
| title_short | Understanding service failure and complaint management in marketing oriented organisations: a review |
| title_sort | understanding service failure and complaint management in marketing oriented organisations: a review |
| topic | Customer satisfaction Marketing |
| url | http://hdl.handle.net/11408/565 |
| work_keys_str_mv | AT mupemhishepherd understandingservicefailureandcomplaintmanagementinmarketingorientedorganisationsareview AT mupemhironicah understandingservicefailureandcomplaintmanagementinmarketingorientedorganisationsareview AT ferembajudityt understandingservicefailureandcomplaintmanagementinmarketingorientedorganisationsareview |