Service Recovery Research Paper Example | Topics and Well Written Essays - 2750 words

Service Recovery - Research Paper Example befitting treatment of complaints can, therefore, act as a key to service recovery and hence the need to search and evaluate literature associated with service recovery as well as the potential outcome of the process. sagaciousness buyers deportment is the key to unlocking the reasons for dissatisfaction and finding possible solutions. Companies produce goods and services for consumption and then market them to suck up customers hence customer acquisition. Customer preferences change with time and therefore continuous assessment of the market is needed. The heraldic bearing of the research is to patch up sure customers derive satisfaction after consuming the goods hence buy more. Buyers behavior is determined by various factors such as attitudes, personality, motivation, gender and the environment in general among others (Folkes, 1984). On the other hand, Blackwell et al (2006) argue that the buyers behavior is prompted by need or job recognition. They make purchases but not all goods ar up to expected standards hence customers are edge to make complaints. Consumer dissatisfaction poses a great risk to organizations as they risk losing market share due to hard mouthing by the affected customers (Singh, 1988). On the other hand, service recovery after service failure is the authorization to the company as it enhances positive word of mouth and retention (Barlow & Moller, 2008). This can be achieved by handling the grievances amicably and ensuring customers are convinced and satisfied. The paper will evaluate consumers complaints and complaints handling for service recovery and benefits that are expected from the process. Consumer behavior involves making terminations on buying products or services by individuals or organizations. The decision to buy or not to buy may be impromptu or planned where consumers make the budget for goods they want to buy.