Service recovery

Service recovery is the process of removing the foul-ups that occur with time and stabilizing the system so that complaints do not come in future and the disappointment converts into satisfaction and delight in the time to come (Fitzsimmons and Fitzsimmons). While performing service recovery, the issue must be addressed properly. If the breakdown or the failure that occurred was due to the mistake of the personnel, then the service recovery is psychological in nature while, if it was due to the failure of structural infrastructure, then the customer should be given compensation so that his satisfaction is guaranteed. The first thing that a service provider should do is take the whole responsibility for the breakdown (hope and Mhlemann). For example, instead of saying, It was not our