MARKETING
7th Edition
ISBN: 9781260087710
Author: Grewal
Publisher: RENT MCG
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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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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?
Give an example of a service failure you have experienced. Was there any remedygiven? What could the firm have done better?
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- What are the advantages and disadvantages of providing a guarantee on the level of service that will be provided?arrow_forwardhow to give service empathy maintain service quality in the bank.arrow_forwardThink 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_forward
- How do high-contact and low-contact services operate?arrow_forwardWhich aspects of high-contact and low-contact service models are the most important to note?arrow_forwardIs there a significant difference between high-contact and low-contact services in terms of the way they are run, and if so, how? .arrow_forward
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