M: Marketing
5th Edition
ISBN: 9781259446290
Author: Dhruv Grewal Professor, Michael Levy
Publisher: McGraw-Hill Education
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Question
Chapter 13.5, Problem 2CY
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?
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how to give service empathy maintain service quality in the bank.
Chapter 13 Solutions
M: Marketing
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Similar questions
- What are some of the differences between high-contact and low-contact services?arrow_forwardWhat distinctions exist between high-contact and low-contact services, and how may these distinctions be discussed?arrow_forwardHow can we talk about the contrasts between high-contact and low-contact services?arrow_forward
- What are the distinctions between high-contact and low-contact services, and how can these differences be discussed?arrow_forwardWhat strategies can organizations employ to monitor and troubleshoot service-oriented systems effectively?arrow_forwardWhat strategies can organizations use to monitor and optimize the performance of service-oriented systems in real-time?arrow_forward
- If you could name some ways to improve the effectiveness of service delivery, what would they be?arrow_forwardClarify the difference between high-contact and low-contact services. Explain how the nature of the customer's experience may differ between the two and how you might manage the differences.arrow_forwardDiscuss the various characteristics of high - contact and low contact services ?arrow_forward
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