Which of the following statements is true about service failures?
A)Service failures occur when an organization's service performance fails to meet the customer's expectations.
B)Service failures will not occur when organizations take the best efforts to prevent them.
C)Service failures occur due to hardware breakdown.
D)Service failures will not recover quickly if the customer has a close relationship with the company.

Question

Quizplus · Accepted Answer

Service failures occur when the organization's service performance fails to meet the customer's expectations. While organizations may take measures to prevent service failures, they may still occur due to various reasons such as miscommunication, resource constraints, etc. Hardware breakdown is just one of the reasons for service failures, but there could be several other reasons as well. A close relationship with the company may actually help in quicker recovery from service failures as the company may prioritize such customers and take prompt action to resolve the issue.

Which of the Following Statements Is True About Service Failures