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Spoiled wedding photos - PowerPoint PPT Presentation

Chapter 13: Complaint Handling and Service Recovery

Chapter 13: Complaint Handling and Service Recovery. Overview of Chapter 13. Customer Complaining Behavior Customer Responses to Effective Service Recovery Principles of Effective Service Recovery Systems Service Guarantees Discouraging Abusive and Opportunistic Customer Behavior.

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MKT 346: Marketing of Services Dr. Houston

MKT 346: Marketing of Services Dr. Houston. Chapter 13: Complaint Handling and Service Recovery . Why Do Customers Complain?. To obtain compensation To release their anger To help to improve the service Because of concern for others.

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Spoiled wedding photos - PowerPoint PPT Presentation

Chapter 13: Complaint Handling and Service Recovery

MKT 346: Marketing of Services Dr. Houston