Även de mest utvecklade serviceföretag begår misstag, det är oundvikligt. Frågan är inte omfel görs utan snarare hur företaget kommer att hantera situationen när misstaget uppstår.Andra studier har påvisat att det för företag är mer kostnadseffektivt att behålla sina gamlakunder än att ständigt skaffa nya, därför är det viktigt att företag har bra strategier för servicerecovery. Tidigare undersökningar har även visat att kunder som blev nöjda med hanteringenav deras klagomål, blev mer lojala än de kunder som aldrig upplevt något problem.Föreliggande kandidatuppsats i företagsekonomi behandlar ämnet service recovery medinriktning på kundernas upplevelser. Syftet med uppsatsen är att skapa ökad kunskap inomområdet för service recovery med inriktning på serviceföretag. Studien grundas i en kvalitativstudie baserad på empiri, insamlad genom fjorton kundintervjuer, utförda med criticalincident-tekniken. Ämnen som togs upp i intervjuerna var till exempel varför samt hurkunderna valt att framföra sina missnöje, vad de fått för kompensation, och om synen påföretaget förändrats efter händelsen. Den insamlade empiriska data har sedan förstärkts avteoretisk forskningslitteratur.Utifrån resultatet har vi utformat en mall som visar hur företag övergripande kan arbeta medservice recovery. Mallen grundas i tre olika faser; före, under och efter ettservicemisslyckande. Underlaget tyder på att det är viktigt att personalen visar empati och attkunden erbjuds riklig kompensation. Studien påvisade även att det var lättare att framföraklagomål om personalen visat sig intresserad och behjälplig. / Even the most developed companies fail, it is inevitable. The question is not whether a servicefailure will occur, but rather how the company handles the situation when it arises. It has alsobeen proven to be more cost effective to retain previous customers rather than constantlyacquiring new ones. Therefore, it is vital that companies develop strategies for effectiveservice recovery. Previous studies have shown that a customer that has been satisfied with acompanys complaints management feel more loyalty towards the company than a customerwho never experienced any problems.The following bachelor thesis in business discusses the subject of service recovery, with afocus on customer experiences. The purpose of this study is to create more knowledge in thefield of service recovery with a focus on service companies. The research is based on aqualitative study based on empirical data collected from fourteen customer interviews madewith the critical incident technique. We focused on why and how these customers chose toexpress their dissatisfaction, how they got compensated, and also if their views of thecompanies changed after their critical incidents. The empirical data is then reinforced bytheoretical research literature.Based on our study, we have developed a template that illustrates how service focusedenterprises should handle their service recovery. The template consists of three phases of howto act before, during and after a service failure. The template establishes that it is important toshow empathy and provide ample compensations. Through the study, we have concluded thatit is easier to complain if the service personnel acts friendly, interested and helpful.The study is written in swedish.

Background: Swedish healthcare is frequently claimed to be top class. A view not only communicated by politicians and the media, but also shared by an average citizen - for decades. Certain statistical indicators seem to support this: Sweden historically scores very high in life expectancy, stroke and cancer survival and infant mortality. At the same time, it is being reported that Swedish healthcare is suffering from a number of problems. While statistics looks reassuring, it focuses on results rather than processes, and does not take patient perceptions into account. Patient perspective seems to be somewhat overlooked in general in favour of more operations-focused research.   Purpose: The purpose of this study is to address the shortage of relevant literature and describe patient experience surrounding service failure in the fairly unique institutional context of Swedish public healthcare. Patient experience will include patient perceptions on service failure and recovery, as well as patient expectations and post-failure responses.   Method: The study employed a qualitative approach with 13 semi-structured interviews.   Conclusion: The study located reasons for service failure, which are fairly consistent with both previous research on this matter and the reported struggles of Swedish healthcare. It was also found that service recovery is not a common occurrence. Determinants for patient expectations and variability in patient post-failure responses were also uncovered.