5 Levels of addressing service marketing problems

1. Event level : visible on Surface :  Pacification (Service Recovery) takes lot of time /energy but does little to fix the cause which may be under the surface.
2. Pattern Level :  visible when data is monitored : it is clear which problems continue to emerge regardless of how often you addresses them. Indeed, the same cause  may create multiple negative events.
3. Structural Level :  How systems, structure, staff and skills give rise to these patterns. Origin is in policies, procedures and rules created to run the organization : recruitment, induction, training, supervision, motivation.
4. Mental Assumptions of top management : The formulators of policies and procedures make assumptions regarding the impact on customers and employees.
5. Vision Level : Finally, organizational goals are developed at the “vision” level, which is at the root of the iceberg, where one examines the sense of the direction the organization is taking. At this level one considers what are the tradeoffs we need.