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

Question

Quizplus · Accepted Answer

Much research in services marketing has shown that service failure, when properly handled through service recovery, does not necessarily impact customer satisfaction, loyalty, or retention unless service failures become habitual. All firms employing service as a marketing strategy must plan ahead for the eventuality of service failures and train employees to properly execute service recovery.

Firms That Employ Service as a Marketing Strategy Must Plan