Exam 13: Fixing Service Failures

Yellow and black flags is a system designed for airlines to notice possible service failures and to assign them yellow for caution, possible failure, and black for eminent failure.

In excellent organizations, servers solicit complaints about their own performance.

If a server recovers successfully from a system failure, the manager should be informed, even if the guest's problem was resolved.

Which of the following are the four dimensions of justice?

Interactional justice seems to be the most influential.

If a guest complaint is resolved on the spot, the probability of getting future business from that guest is said to be about

Putting money and effort into service recovery is good public relations, even if it is not good business.

A service failure is a great opportunity for the organization.

Interactional justice refers to

The main reason for empowering servers to provide on-the-spot service recovery is to keep dissatisfied customers from leaving that way.

An evangelist is created by exceeding expectations.

Most of the time when service failures occur, the people part of the delivery system has succeeded, but other aspects were unsatisfactory.

Body language often serves as a method to detect guest satisfaction with a service experience. If the employee can read the dissatisfaction, they can put into place a service recovery plan before the guest finishes the experience and leaves unhappy.

Unhappy customers are ______ as likely to pass on negative comments than happy customers are to pass on positive comments.

The percentage of dissatisfied customers who complain is estimated to be about

When something goes wrong in the delivery of a service, it is called a ______.

Research suggests that most of the guests who complain

Hospitality organizations should not admit liability for unfortunate, unavoidable occurrences that are not its fault, but they should do everything in their power to rectify such situations.

Chelsea was at the front desk of the Royal Palms Hotel, where she was asked at the end of her stay if her experience was enjoyable. She then complained about the bathroom not being quite up to standard as she walked in. However, when she complained the agent just dismissed her complaint and said, I'm sorry, we will look into that. This is an example of a poor response using ______ justice.

Simply put, service failures are an opportunity for the organization to improve.