Service organizations operate in contexts where operational processes are closely linked to customer experience. Operational failures—whether process-based, technological, or human—can become perceptible to customers and influence evaluations of service quality. Although structured techniques such as Failure Mode, Effects and Criticality Analysis (FMECA) support systematic operational risk assessment, they rarely incorporate the perceptual channels through which customers experience service-related risks. To date, no integrated framework systematically translates operational risk criticality into service quality dimensions to support customer-relevant managerial prioritization. As a result, managers may allocate improvement efforts toward technically severe failures that are not necessarily the most salient from the customer’s perspective.