Redesigning the Recovery Strategies: A Profitable Reckoning of Customers' Expectations

Abstract

Considering the service failure an inevitable part of service, service organizations have been very cautious as regards designing recovery strategies. This paper discusses on the subject of redesigning the service recovery policies all the way through understanding customers' expectations. Unfolding the issues such "how?” the redesign was came in to factual practice is the main purpose of the Study. A restaurant named ‘Surje Bano Restaurant' was considered for the in-depth- study. A single case study approach was adopted for the research; qualitative data was collected via in-depth interview. Authors have laid special emphasize on the commercial success of the accomplished phenomenon in the service setting. The study will help both managers and researchers to understand the way of designing and improvising the recovery through customer engagement.