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Service recovery differs from complaint management in its focus on immediate reaction to service failures. Complaint management is based on customer complaints, which, in turn, may be triggered by service failures. [4] But since most dissatisfied customers are reluctant to complain, [5] service recovery attempts to solve problems at the service ...
Before the term Service Recovery Paradox was first used, the concept of service recovery was described by Hart, Hessket and Sasser in the following terms: [6] "A good recovery can turn angry, frustrated customers into loyal ones. It can, in fact, create more goodwill than if things had gone smoothly in the first place”.
A service guarantee is a marketing tool service firms have increasingly been using to reduce consumer risk perceptions, signal quality, differentiate a service offering, and to institutionalize and professionalize their internal management of customer complaint and service recovery. [1] By delivering service guarantees, companies entitle ...
A Recovery Point Objective (RPO) is the maximum acceptable interval during which transactional data is lost from an IT service. [ 11 ] For example, if RPO is measured in minutes, then in practice, off-site mirrored backups must be continuously maintained as a daily off-site backup will not suffice.
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The Monitoring Maintenance Lifecycle (MML) is a monitoring development process to lower maintenance expenses and improve the dependability of IT infrastructure with regard to service recovery-related issues.
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As such, a business continuity plan is a comprehensive organizational strategy that includes the DRP as well as threat prevention, detection, recovery, and resumption of operations should a data breach or other disaster event occur. Therefore, BCP consists of five component plans: [8] Business resumption plan; Occupant emergency plan