20
Service Failures and Recovery
LEARNING OBJECTIVES
After studying this chapter, you will be able to:
Understand the reasons for customer grievances
Understand the customer response to service failures
Understand the complaining behaviour of customers
Understand the service recovery strategies
The annual vacation for Mr Singh and his family in 2010 turned out to be a mixed bag thanks to the numerous problems and service lapses they encountered during the trip despite utilizing the services of National Tours and Travels Company, a reputed company based in Delhi. The company offered several tour packages, which included travel, boarding and sightseeing arrangements at every tourist destination. Prior to their departure, Singh received the ...
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