MARKETING LOOSELEAF W/CONNECT
6th Edition
ISBN: 9781264013012
Author: Grewal
Publisher: Cengage Learning
expand_more
expand_more
format_list_bulleted
Question
Chapter 13, Problem 5MA
Summary Introduction
To discuss: In what manner to handle an irate customer in the restaurant when he served with undercooked food and how to avoid such service failures.
Expert Solution & Answer
Want to see the full answer?
Check out a sample textbook solutionStudents have asked these similar questions
How does message queuing and asynchronous communication play a role in building responsive and resilient services?
Assume that you have been appointed as the head of a business unit in a major corporation. Over time this business unit has steadily been losing customers, rating the service delivery of this unit as “shocking” and “poor”. Your mandate is to improve service delivery and to re-establish a service culture.
In your own words, explain what is meant by ‘service culture
You were informed that, customers start to shop elsewhere because of your company’s quality of tech support decreases, and customer-help phone wait times has been increased dramatically. What would be the solution to improve the tech support?
Chapter 13 Solutions
MARKETING LOOSELEAF W/CONNECT
Knowledge Booster
Similar questions
- It is essential to have a solid understanding of what a service is and how it operates.arrow_forwardplease answer allarrow_forwardIn the event of an emergency, the Leading Edge receptionist needs to know who is in the office building. Therefore, employees are required to sign when entering and leaving when entering or leaving the building. During the last two fire drills, it became clear that many employees did not register when entering and exiting. What question does a systemic thinking approach demonstrate to solving this problem? A) What incentive would encourage workers to register when they come and go? B) Should employees receive a reduced payment for not registering when they enter and leave? C) Should Leading Edge have a reminder to register when they enter and leave each door? D) Why don't some workers manage to register when they come and go?arrow_forward
- Identify Three (3) services businesses that you have used but have now stopped purchasing services from (or plan to stop purchasing services from) Complete this sentence for all three (3) businesses: I have stopped or will be stopping the utilization of {Business Name} as a customer/client/guest because......arrow_forwardExamples of positive and negative outcomes would be helpful. The service without a connectionThe service that emphasizes human interactionarrow_forwardA customer survey concluded that timely departure of your buses is the number two priority of passengers, ahead of comfort, price, food, and other factors. Only safety was rated higher than timeliness. You believe that your bus company and your competitors are offering about the same level of service, safety, and price. Time seems to be the only competitive edge. As the general manager, you have just announced to your drivers, dispatchers, employees, and customers that all buses will depart on time. After one month of implementing this on-time policy, you notice that if the buses are not full, many drivers refuse to leave on-time in spite of the warnings they get from the dispatchers. The sales department is also lukewarm to your on-time program. Revenues have declined as a result of buses leaving on time but half full. Your drivers are protesting since the on-time policy is affecting their pockets. Their commissions are based primarily on the load factors of each trip. They find it…arrow_forward
- What can companies do to recover from a service failure?arrow_forwardBefore, it was thought that a service-oriented architecture (SOA) was necessary for a service-oriented methodology to be implemented. The broad use of RESTful services belies the reality that they have not been standardised. What do you believe is driving the rising demand for RESTful services, and what reasons could be at play? Is there an insufficient number of guidelines to prevent their spread and adoption?arrow_forwardWhich of the following is a key dimension of service quality? Multiple Choice honesty extroversion authenticity reliability intelligencearrow_forward
- completing an MBA could serve as a: screening device signaling device principle-agent model private information to be used only in specific situationsarrow_forwardTony Hsieh, CEO of Zappos, provides every operator with the discretion to do whatever it takes to make customers happy, with no planned scripts or time limits. This approach allows Zappos to: Create a better functional organizational structure Treat employees as better individuals Develop jobs that are adaptable to change Reduce the autonomy of its employees When Tony Hsieh, CEO of Zappos, says that Zappos views every call in the call center as a branding opportunity, which of the following means of empowerment is he most likely utilizing? Allowing employees to decide what information they need. Making employees accountable for results Allowing employees to take control of their own tasks Allowing employees to take new pathsarrow_forwardService Characteristics does not include Group of answer choices Intangibility Variability Perishability Separabilityarrow_forward
arrow_back_ios
SEE MORE QUESTIONS
arrow_forward_ios
Recommended textbooks for you
- Principles Of MarketingMarketingISBN:9780134492513Author:Kotler, Philip, Armstrong, Gary (gary M.)Publisher:Pearson Higher Education,MarketingMarketingISBN:9781259924040Author:Roger A. Kerin, Steven W. HartleyPublisher:McGraw-Hill EducationFoundations of Business (MindTap Course List)MarketingISBN:9781337386920Author:William M. Pride, Robert J. Hughes, Jack R. KapoorPublisher:Cengage Learning
- Marketing: An Introduction (13th Edition)MarketingISBN:9780134149530Author:Gary Armstrong, Philip KotlerPublisher:PEARSONContemporary MarketingMarketingISBN:9780357033777Author:Louis E. Boone, David L. KurtzPublisher:Cengage Learning
Principles Of Marketing
Marketing
ISBN:9780134492513
Author:Kotler, Philip, Armstrong, Gary (gary M.)
Publisher:Pearson Higher Education,
Marketing
Marketing
ISBN:9781259924040
Author:Roger A. Kerin, Steven W. Hartley
Publisher:McGraw-Hill Education
Foundations of Business (MindTap Course List)
Marketing
ISBN:9781337386920
Author:William M. Pride, Robert J. Hughes, Jack R. Kapoor
Publisher:Cengage Learning
Marketing: An Introduction (13th Edition)
Marketing
ISBN:9780134149530
Author:Gary Armstrong, Philip Kotler
Publisher:PEARSON
Contemporary Marketing
Marketing
ISBN:9780357033777
Author:Louis E. Boone, David L. Kurtz
Publisher:Cengage Learning