: Alain Patrick Ngae a Njama
: Peter Caesar
: Pejvak Oghazi
: After sales service: Complaint to Service Recovery Improvement
: Service Recovery, Complaint handling, service failure, service process, Svetruck AB
: It is real that everyday people purchase goods for their daily needs and satisfaction,
but unfortunately it happen that some of those goods do not live up to the customer expectations.
The reality when a failure occurred is something else because is the second chance giving to the
service provider to show concern. Many research agreed that good recovery after a service failure
can create a positive response from the customer side as example making them loyal and sharing
their positive experience to others.
The purpose of this study is to look into how service recovery influence customer
How Does Company handles customer’s complaint in order to fulfill service
Three respondents were selected within a heavy industry call Svetruck AB. Due to their
position and number of year they have been working for this company. Many section of interview
were organized in order to have a clear understanding of the inside out of the service handling
Complaint handling appears to be very essential for each company willing to stay in
the competitive word. Some will differ from the way they handle or treat their customer but the
final issue for all companies will be to keep satisfies their customer for long-term relationship, also
by reducing the cost of hunting new customers.
Suggestion for further research
: After the investigation of complaint handling from the service
provider side, we can think of other areas to investigate related to this topic. One of it will be to
make an investigation on complaint handling from the customer point of view to find out how the
customer perceived satisfaction after the service provider have handled their complaint. Another
point may be to compare Svetruck complaint handling with the one of one of their mean competitor
to see the point that differ them from the others. Further investigations can also be made on
unsatisfied customers, those who have experience bad service recovery by then had chosen to switch to competitor.
2012. , 60 p.
Service Recovery, Complaint handling, service failure, service process, Svetruck AB