Falhas em serviços e serviços de recuperação o ponto de vista dos consumidores

• Autor(a) principal: Souza, Altamir da Silva
• Data de Publicação: 2001
• Tipo de documento: Artigo de conferência
• Idioma: por
• Título da fonte: Repositório Institucional da FURG (RI FURG)
• Texto Completo: http://repositorio.furg.br/handle/1/759
• topic: Service recovery; Service failures; Quality of services

The analysis of service failures and service recovery is beneficial to improve the quality of services of the organization. Using the critical incident technique, this study investigates incidents in automobile repair services, from the customer's point of view. The results show that an expressive number of customers mentioned to have experiences with failures in those companies. The majority of customers were dissatisfied with the way companies resolved their complaints. When a service recovery outcome was favorable, expressive rates of customers' retention were obtained. Finally, implications for companies are highlighted, limitations of the study are considered and indications to futures studies are commented.