Chapter 7 Service Breakdowns and Recovery

2. Alternatives offered by service providers when an original customer request cannot be honored because of such restrictions as government statutory regulations, non availability of products, or inability to perform as requested
4. Customer who has definite ideas about what he or she wants and is unwilling to compromise or accept alternatives
6. Practice of bringing jobs formerly outsourced to organisations in other countries back to a company's home country
7. Someone who does not (or perceives that he or she does not) receive promised or quality products or services
9. Situation when customers have expectations of a certain type or level of product or service that are not met by a service provider
11. Local, provincial, or federal regulations that prevent a service provider from satisfying a customers request even though the provider would normally do so

1. Perceptions that customers have when they contact an organization or service provider about the kind, level, and quality of products and services they should receive
3. Motivators or drivers that cause customers to seek out specific types of products or services
5. When customers take their business to competitors because they feel that their needs or wants are not met or they encounter a breakdown in customer service or inferior product
8. Person who has difficulty deciding what to do or making a selection when given choices of products or services
10. Involves incompatible or opposing views and can result when a customer's needs, desires, or demands do not match service provider organizational policies, procedures, and abilities