Essay: Analyzing the Reasons Behind Service Recovery Failures

This reflective essay delves into the reasons why service recovery often fails, particularly within the tourism and hospitality sectors. It highlights critical factors such as variations in customer preferences and financial capabilities, which can impact service satisfaction. The essay emphasizes the significance of employee satisfaction, adequate training, and effective management in delivering satisfactory services. It discusses the impact of employee pay-offs, shift duties, and the importance of managers acquiring knowledge relevant to process perspectives to motivate employees. Drawing on managerial courses and real-world experience, the essay connects theoretical concepts like Expectancy theory and Equity theory to practical applications, suggesting that firms should focus on fostering a positive work environment and implementing employee welfare strategies to enhance consumer satisfaction. The essay references various academic sources to support its arguments.

REFLECTIVE ESSAY

TABLE OF CONTENTS
ESSAY: Why Service Recover Fails?.............................................................................................1
Critical thinking......................................................................................................................1
Reflective connections............................................................................................................1
REFERENCES................................................................................................................................3

ESSAY: Why Service Recover Fails?
Critical thinking
As I have learned through my observation relevant to the tourism and hospitality that
there reasons which are mainly behind unsatisfactory services offered to the consumers. There
will be influence of various factors such as variations in the thinking, preference, choice clients
which affect the industry in case of not satisfying their buyers Daskin & Kasim, (2016). Thus, an
economical variation will be a reason behind such facts such as in the case of travel agencies
may industries offer services to the different paying scale of buyers such as economic class and
Business class seats in air-planes. Hence, these are offered in accordance with the variations in
financial ability of an individual. Apart from these, organisations fails to deliver the satisfactory
services to clients which will be non satisfactory relationship with employees as well as poor
management in the organisation.
Hence, it can be said that workers in tours and travel agencies as well as hospitality firms
must be appointed as per their talent and skilled to perform such jobs. Thus, they must be
benefited with Adequate training and teaching which helps the organisation in delivering the best
of their services to consumers. They must be taught about manners, behaviour and the way of
dealing with consumers Joosten Bloemer & Hillebrand, (2017). However, I think there would be
a reason related with the non satisfactory employees which is the pay-offs and shift of their
duties. Thus, such factors will distract a worker from the tasks he is performing. I believe that,
managers of such firms must acquired the beneficial knowledge relevant to the process
perspective which will be helpful for motivating the employees towards their duties and which
will reflect in the profitable performance of the business.
Reflective connections
As learned through my managerial courses which are part of my study as well as the
experience of such hospitality and tourism sector jobs, that have taught me the ways to control or
manage the workplace tension. Hence, in accordance with several theories there will be better
execution at the workplace such as Expectancy theory, Equity theory, Goal Setting etc. gives the
framework or guidance for achieving the organisational objectives (Process Perspectives on
Motivation, 2017). However, the use of these models encourage the firm in making efforts to
analyse the internal conditions as well as performance. I think these indicates the better
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framework to the organisation in context with making the fruitful efforts to increase the
performance, efficiency and favourable outcomes of the firm.
Apart from operational efficiency the organisation is mainly depends over employees and
their performance in context with achieving the goals of entity Guchait Simons &
Pasamehmetoglu, (2016). Hence, I think the managers or professional in such businesses, must
make planning and decision which are relevant to welfare to workforce such as allowance,
promotions, shifts as well as educating them to perform tasks. Hence, I would recommend that
the firm need to make better understanding or fruitful environment at the workplace which will
reflect in delivering better consumer satisfaction.
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REFERENCES
Books and Journal
Daskin, M., & Kasim, A. (2016). Exploring the impact of service recovery on customer
affection, perceived value, and sabotaging behaviour: does gender make a difference?.
International Journal of Services and Operations Management. 23(4). 467-485.
Guchait, P., Simons, T., & Pasamehmetoglu, A. (2016). Error recovery performance: the impact
of leader behavioral integrity and job satisfaction. Cornell Hospitality Quarterly. 57(2).
150-161.
Joosten, H., Bloemer, J., & Hillebrand, B. (2017). Consumer control in service recovery; beyond
decisional control. Journal of Service Management, (just-accepted). 00-00.
Online
Process Perspectives on Motivation. 2017. [Online]. [Available through]
:<https://sites.google.com/site/bus25001motivationtheories/topic-expansion-2>. [Accessed
on 17th October. 2017].
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