SERVICE RECOVERY- CATERING FOR THE MEMBERS OF PARLIAMENT

CATERING FOR THE MEMBERS OF PARLIAMENT

SERVICE RECOVERY

The blog post is all about the event where the learner got an opportunity to cater for the members of parliament, which was held at Tonota Rural Administration Center. The theme to be discussed is service recovery. According to Gronroos 1988 as cited in (Smith, Bolton & Wagner, 1999) an expression service recovery is defined as the actions that an organization takes in response to a service disaster. This define is true because there was once a failure during the event that the catering company went to serve the morning tea late that when we arrived the guests were very upset, but as a way of recovering the company made it show that the lunch was made sufficient for everyone, brought extra drinks and on top of that there was the observation of punctuality.

Service recovery is of paramount importance looking at the fact that it builds an effective way to maintain customer loyalty despite the type of a failure Maxham (2001). This is also a true statement because after the service recovery none of the members of parliament remembered that delay in bringing the morning tea rather they just congratulated and praised the company and wished to have another meeting with the catering company.