Service failures can be turned into service wows due to a positive service recovery and eventually those guests could be turned into evangelists.

Question

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Service failures can provide an opportunity for companies to demonstrate their commitment to customer service through a positive service recovery. If done well, this can exceed the initial expectations of the guest and turn them into loyal customers who will recommend the company to others. These loyal customers are often referred to as evangelists.

Service Failures Can Be Turned into Service Wows Due to a Positive