Please upgrade your web browser. We noticed that you are using Internet Explorer. Please consider using an alternative such as Microsoft Edge, Chrome, or Firefox.
AMA membership now $12.42 per month:Check out this week's perk exclusively for members. Learn More
Service failure refers to a situation or performance that fails to meet customer’s expectations. It is usually paired with service recovery as a way of “making good” or compensating a failed service in the form of refunds, coupons, apologies or discounts of some kind. Here you will find a collection of marketing news articles and research insights referring to service failure.