Think back to an experience you have had with poor customer service from an organization. Whom did you blame for it? Do you know anything about the design of the organization involved? Do you think it was the fault of the individual(s) involded or could the problem have resulted from a poorly designed system?

Think back to an experience you have had with poor customer service from an organization. Whom did you blame for it? Do you know anything about the design of the organization involved? Do you think it was the fault of the individual(s) involded or could the problem have resulted from a poorly designed system?

MARKETING 2018

19th Edition

ISBN:9780357033753

Author:Pride

Publisher:Pride

Chapter13: Services Marketing

Section13.2: American Express Delivers Service With Calls, Tweets, And Apps

Problem 2C

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