Page 19 - Congressional University
P. 19
Service Recovery Fact
Research has
concluded a majority
of dissatisfactory
service encounters
were due to the
team members’
inability or unwillingness to respond, which is where the term service failure de- rives. Upon closer examination, research- ers also concluded that it was not the initial failure that caused the dissatisfac- tory encounter, but rather it was the team members’ response to the failure that caused the incident to be remembered in an unfavorable manner .
