Which of the following statements about service failure and service recovery is true?
A) Those customers who never complain are as likely to repurchase as those who had a satisfying service experience
B) Resolving customer problems effectively has a strong impact on customer satisfaction and loyalty
C) All firms employ effective recovery strategies
D) Effective service recovery should not be expected to improve overall service performance
E) All of the above statements about service failure and recovery are true

Question

Quizplus · Accepted Answer

Resolving customer problems effectively has a strong impact on customer satisfaction and loyalty. While it is important to strive for excellent service, service failures can and will occur. It is essential for firms to have effective service recovery strategies in place to address these failures and regain customers' trust and loyalty. Studies have shown that customers who have had a service failure satisfactorily resolved are more likely to repurchase and recommend the firm to others.

Which of the Following Statements About Service Failure and Service