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

Abstract

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.