CONNECT FOR MARKETING 180DAY
6th Edition
ISBN: 9781260537307
Author: Grewal
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Chapter 13, Problem 8MA
Summary Introduction
To discuss: In what manner the claim by the health club that they can able to lose an inch within a month after joining and how might this claim cause a communication gap and what should the health club do to avoid service failure.
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A local health club is running a promotional campaign that promisesyou can lose an inch a month off your waist if you join the club andfollow its program. How might this claim cause a communication gap?What should the club do to avoid a service failure?
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
Which of the following is a key dimension of service quality?
Multiple Choice
honesty
extroversion
authenticity
reliability
intelligence
Chapter 13 Solutions
CONNECT FOR MARKETING 180DAY
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