The client as problem solver: a new look at service recovery.

Service failures are inevitable. Prompt and attentive staff response is traditionally viewed as the best means through which such errors might be overcome. There may be instances however, in which staff are unable to respond in a timely manner. Under such conditions, could clients be called upon to take an active part in problem resolution? This experiment monitored hotel guests' response to three hypothetical scenarios. Each scenario suggested that a service failure had occured. Two scenarios asked subjects to resolve the resulting problem through their own actions. Guests asked to undertake this self-help solution seemed willing to do so but only when they were offered a discount in return for their inconvenience. Implications of the findings are discussed and guidelines for self-help strategies are offered.