7. Service Recovery Paradox at DentaTreat- A Dental Hospital – Dr. Vishal Bhole & Dr Shailendra Kumar Kale
DentaTreat is a Dental Hospital located in the suburbs of Pune city. Dr. Som Joshi is a practicing Dental surgeon and the Managing Director of the firm. DentaTreat is a Dental Hospital established in 2010 with a humble set up of only two dental chairs ,over next 10 years the hospital has expanded its capacity to 20 Dental chairs and a turnover of 72 Lakh Rs. per year, with a employee strengths of 10 Doctors and 20 support Staff. Recently Dr. Som took a survey of the customers randomly over a week regarding the feedback by the patients and following are the observations –
Description | Number of Customers |
Satisfied Customers | 52 |
Customers with no Complaints | 48 |
Customers with complaints | 58 |
Dissatisfied Customers | 42 |
Total | 200 |
From the Above table Dr. Som understood several facts as – Almost 50% of the customers are not satisfied with the service received and Almost 50% are satisfied with the service from DentaTreat.
Dr. Som believes that a service failure is a service performance that falls below a customer’s expectations in such a way that leads to customer dissatisfaction. Hence he intends to focus on the dissatisfied customers through service recovery which refers to the actions taken by DentaTreat in response to a service failure.
More Details: Thakur Institute of Management Studies & Research