Case Study

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