Which process is focused on correcting service issues?

The focus of service recovery is on addressing and correcting service-related issues that arise after a service failure or customer dissatisfaction. This process involves identifying the root cause of the problem, acknowledging the customer's experience, and taking corrective actions to make amends. The goal of service recovery is to regain customer trust and satisfaction by resolving the issue in a way that not only meets but often exceeds the customer's expectations.

Effective service recovery strategies can include offering refunds, replacements, or additional services, and they are crucial for maintaining customer loyalty and enhancing the overall perception of the organization's commitment to customer satisfaction. This proactive approach can turn a negative experience into a positive one, potentially leading to increased customer retention and positive word-of-mouth referrals.

While other processes like service design, service delivery, and service assessment are important within the realm of service management, they do not primarily focus on rectifying issues after they have occurred. Instead, service design pertains to planning and organizing service offerings, service delivery relates to the execution of those services, and service assessment involves evaluating service performance.