Chap013 Alternative

CHAPTER THIRTEEN Service Recovery

L EARNING O BJECTIVES ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

SERVICE BREAKDOWNS ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

C AUSES O F B REAKDOWNS (Organizational Factors) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

C AUSES O F B REAKDOWNS (Employee Factors) ,[object Object],[object Object],[object Object],[object Object]

C AUSES O F B REAKDOWNS (Customer Factors) ,[object Object],[object Object]

R EASONS F OR D EFECTION ,[object Object],[object Object],[object Object],[object Object],[object Object]

P REVENTION S TRATEGIES ,[object Object],[object Object],[object Object],[object Object],[object Object]

I MPLEMENTING R ECOVERY ,[object Object],[object Object],[object Object],[object Object],[object Object]

R OADBLOCKS T O S ERVICE R ECOVERY ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

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