M Marketing
6th Edition
ISBN: 9781259924033
Author: Levy Grewal
Publisher: Mcgraw-Hill
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Question
Chapter 13.5, Problem 2PC
Summary Introduction
To determine: Ways to recover from a service failure.
Introduction: When the services provided by the firm failed to meet the expectation of the customers, it is known as the service failure.
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Give an example of a service failure you have experienced. Was there any remedygiven? What could the firm have done better?
Which of the service gaps do you consider to be most critical, and why?
What are the three key components of every service recovery situation?
Chapter 13 Solutions
M Marketing
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Similar questions
- Think about a recent service encounter that you’ve had when you weredissatisfied with the service quality. What actions did you take? If youcomplained, what was the result? Was this a satisfactory result for you?If so, why, and if not, how could the service provider have done abetter job? If you did not complain, why not? Why do you thinkconsumers choose not to complain?arrow_forwardWhat are the advantages and disadvantages of providing a guarantee on the level of service that will be provided?arrow_forwardWhat strategies can organizations use to monitor and optimize the performance of service-oriented systems in real-time?arrow_forward
- What strategies can organizations employ to monitor and troubleshoot service-oriented systems effectively?arrow_forwardWhat is the role of incident management in IT service delivery, and how does it contribute to minimizing service disruptions?arrow_forwardIf you could name some ways to improve the effectiveness of service delivery, what would they be?arrow_forward
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