MKTG10001 Lecture Notes - Lecture 11: Service Design, Service Recovery, Customer Retention

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The good delivered is intangible, so customer might have varying expectations. The way a product looks is important to end-users. Goods evaluated objectively prior to purchase whereas services evaluated subjectively prior to purchase. High degree of human interaction and intangibility leads to increased variability resulting from: Physical goods industry has measurable characteristics: assess the initial implementation of health care service delivery system. Easy access to their services provides a wider and more noted perception of. This also offers cultural sensitivity cause language barrier. Your response should consider the cost of unresolved service failure" to customer retention and growth. If an organization has a good service recovery mechanism, this boosts their image ultimately. Taking responsive action to recover lost or dissatisfied customer, alter negative perceptions after service failure then complaint then recover to ultimately maintain a business relationship with their customer. Resolving a service failure effectively has a strong impact on customer satisfaction level, loyalty, positive word-of-mouth and organization performance.

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