SERVICE RECOVERY MANAGEMENT - ppt download

SERVICE RECOVERY MANAGEMENT - ppt download: SERVICE FAILURE Service Failure is a state when a customer has not been served what he was promised and subsequent redressal also did not take place. Hoffman and Bateson (1997) found service failure as “service performance that fails to meet customer expectations. “ Maxham (2001) defined service failure as “any service-related mishaps or problems (real and/or perceived) that occur during a consumer’s experience with the firm”.