Agenda for the next class: Service failure and Recovery

[vaibhav shekhar]

Dear all,

We will be discussing service failure and recovery in  the next session. please read chapter number 8 of your book and come prepared with the following.  Please submit a soft copy of the following before the class.

Think of a time when you had an experience with a service provider where a mistake was made. Your detailed account should include: 

1. The nature of the service failure. 

2. When and where did the failure took place? 

3. Why did it happen? 

4. How satisfied you were with the service provider prior to the above service failure. Rate on a scale of 1-7 (1- Not satisfied; 7- Extremely satisfied)

5. Rate the perceived criticality of failure on a scale of 1-7 (1 - Not critical and 7 - extremely critical)

6. How did the service provider became aware of the mistake? (Did you point the the mistake to him or he became aware of the failure on his own) 

7. What did the service provider do to correct his mistake? 

8. On a scale of 1-7 (1- very poor and 7 - Excellent) rate your satisfaction after the recovery efforts made by the service provider. 

9. If the servider provider did not satisfactorily correct his mistake, what he could have done? 

10. Did you do anything to correct the mistake? *if yes, what did did you do? If no, then could you have done anything

11. Did you deal with that service provider again? If yes, Why?

12. Did you discuss your experience with anybody? 

--

Regards,

Vaibhav Shekhar
Faculty (Marketing & Strategy Department)

C-205, Academic Block

IBS - Hyderabad

Contact: +91-9010288241

[shikha sharma]

--
You received this message because you are subscribed to the Google Groups "SERVICESMARKETING-secA" group.
To post to this group, send email to servicesmar...@googlegroups.com.
To unsubscribe from this group, send email to servicesmarketing...@googlegroups.com.
For more options, visit https://groups.google.com/groups/opt_out.