This case study examines the readiness to implement a successful service recovery program in a culture that has operated as a monopoly for many years. Zemke's (1995) Recovery Readiness Inventory is used to survey a pilot group of 200 employees who have regular contact with customers. The survey shows that all the necessary policies and procedures are not in place and the culture is not ready to support the service recovery program. This conclusion is drawn from the survey scores. The minimum comfort zone score set by Zemke (1995) is achieved for only 1 category.
Library of Congress Subject Headings
Rochester Gas and Electric Corporation--Customer services; Consumer complaints; Customer services; Consumer satisfaction
Department, Program, or Center
School of Food, Hotel and Tourism Management (CAST)
Yockel, Sharon Lynn, "Service recovery: A Case study" (1997). Thesis. Rochester Institute of Technology. Accessed from
RIT – Main Campus