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?
Give an example of a service failure you have experienced. Was there any remedygiven? What could the firm have done better?
What are some of the differences between high-contact and low-contact services?
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- Describe the characteristics of services with a simple example Inseparability Heterogeneity Perishabilityarrow_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_forwardHow can we talk about the contrasts between high-contact and low-contact services?arrow_forward
- 2. True or False: You must offer the person a choice of service providers.arrow_forwardDiscuss the various characteristics of high - contact and low contact services ?arrow_forwardWhat are the primary differences that distinguish high-contact service models from low-contact service models?arrow_forward
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