Think of a time when you experienced a service failure and complained to the service provider. Answer the following questions:
What was the failure and how were your expectations not met?
What was the effect of the failure on your attitude about the service provider?
Did the service provider offer any recovery?
What effect did the provider's action (or inaction) have on your attitude about the provider and on your likelihood of repurchase?
In everyday life, we experience dissatisfaction at some point concerning the quality of service as to whether it meets a customer’s expectation. This is what we refer to as service failure. In such cases where a customer’s expectations are not met, two elements stand out. First is the organization’s outlook that will need to be corrected or its bound to losses and complaints. Secondly, is the customer’s perception towards the organization’s standard level of practice which can create a very bad negative attitude. This either calls for compensation for the inconvenience caused especially to the customer. In this discussion, I will delve precisely on every