When Theo complained out loud that the hotel restaurant did not serve breakfast late enough in the morning, a hotel worker overheard him and went to the kitchen. When the hotel worker returned, he presented Theo with a plate of sweet rolls, a cup of coffee and the hotel's apology for having to close down the breakfast service early. Which service recovery strategy is being used in this example?

Question

01-08-2019
Business

contestada

When Theo complained out loud that the hotel restaurant did not serve breakfast late enough in the morning, a hotel worker overheard him and went to the kitchen. When the hotel worker returned, he presented Theo with a plate of sweet rolls, a cup of coffee and the hotel's apology for having to close down the breakfast service early. Which service recovery strategy is being used in this example?

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Nyctalus Nyctalus · Answer 1 · 2019-08-12T06:06:51+02:00

Answer: Customer satisfaction

Explanation: When a company fails to provide efficient service to a customer, it takes certain actions to correct it for keeping the customer loyalty, these actions in business management subject is called Service recovery.

In the given case the hotel failed to provide Theo breakfast at appropriate time which results in customer dissatisfaction, on which the hotel responded quickly by offering special service, so we can conclude that they make sure to implement customer satisfaction.