SERVICE FAILURE BASICS
This refers to a service that did not meet guest standards
What is service failure
A dirty room or worn-out carpet is an example of this type of failure.
What is a service product failure?
The simplest but most damaging response: the guest just doesn’t come back.
What is never returning?
Encouraging guests to fill out feedback forms helps do this.
What is urge and monitor complaints?
The process of fixing service failures and restoring satisfaction.
What is service recovery?
The industry where service failure is most critical due to intangible products.
What is the tourism and hospitality industry?
When a guest’s special request is not fulfilled, this failure occurs.
What is customer request delivery failure?
Written or verbal expressions of dissatisfaction.
What are complaints?
Organizations can avoid repeating failures by studying why guests do this.
What is leave (or not return)?
The way staff must respond to service failures: quickly or slowly?
What is quickly?
This employee quality helps fix failures before the guest leaves.
What is employee empowerment?
A rude travel agent or frowning staff member fall under this type of failure.
A rude travel agent or frowning staff member fall under this type of failure.
When a guest tells friends and family about their bad experience.
What is negative word-of-mouth?
This phrase describes fulfilling guest expectations correctly from the start.
What is “do it right the first time”?
The main goal of service recovery.
What is to restore guest satisfaction?
Guests evaluate the value and quality of the service during this period.
What is the service consumption period?
This type of failure happens due to factors like other guests or unforeseen events.
What are failures caused by other organizational players?
Posting a negative video about the hotel on Facebook is an example of this.
What is retaliation?
Using past recovery strategies to improve operations refers to this.
What is learning from solutions?
These employees can make decisions on the spot to solve guest issues.
Who are empowered employees?
This type of plan helps organizations prepare for potential service failures.
What are contingency plans?
A combination of two or more failure types occurring in one situation.
What is a compound service failure?
The chance of completely losing the guest forever represents this kind of opportunity.
What is a lost opportunity?
Identifying unmet guest needs by analyzing lost customers.
What is learning from lost opportunities?
Effective service recovery can turn dissatisfaction into this.
What is guest loyalty (or satisfaction)?