Role of Informational Supporting to Reduce the Results of Customers Anger and Frustration Incurred by Service Failure Case Study of Babolsar Hotels

Service qualification plays an important role in service industries such as insurance, banking and etc, because the quality is vital for the survival and profitability of organization and customers are often to attribute the reason of service failure to environmental resources than themselves. So, in this study, the purpose is to examine the important role of the provision and support of information in decreasing the anger and frustration of customers incurred by service failure. By using a scientific method for collecting the data required, the researcher is to confirm or refute the research hypotheses. It is done by 6 students during one day excursion by their wives at a hotel in the city of Babolsar. The results represent that the services businesses can decrease negative psychological consequences of the service failure by providing information explaining the causes of deficiencies. The loyalty of customers will be kept and bad effects of the failures will be prevented by developing information compensating and improving the failures in near future.