Which of the following recommendations should a service organization consider when it wants to identify the need to engage in service recovery efforts?
A)Service organizations should facilitate complaining behavior by its customers.
B)Service organizations should empower their frontstage employees.
C)Service organizations should engage in management by walking around.
D)Service organizations should consider all of these recommendations.
E)Service organizations should ignore all of these.

Question

Quizplus · Accepted Answer

Each of the recommendations listed (facilitating complaining behavior, empowering frontstage employees, and engaging in management by walking around) are strategies that can help a service organization identify when service recovery efforts are needed. Facilitating complaining behavior helps organizations learn about issues directly from customers. Empowering employees enables those on the front lines to address issues proactively. Management by walking around allows managers to observe and identify service failures firsthand.

Which of the Following Recommendations Should a Service Organization Consider