Firms that employ service as a marketing strategy must plan ahead for service ________ and train employees to properly execute service recovery.

Question

Quizplus · Accepted Answer

Service failure refers to a breakdown in the expected service delivery. When firms plan ahead for service failure, they can be better equipped to handle unexpected situations and minimize negative impact on the customer experience. Training employees in service recovery techniques can help them to properly address and resolve service failures, thus increasing customer satisfaction and loyalty.

Firms That Employ Service as a Marketing Strategy Must Plan