Give a short summary of the service incident with a brief account of the service failure. 

2. Discuss the customer gap in the case: the cause(s) and impacts. Please explain how the customer set his expectation about Porsche. 

3. Evaluate the effectiveness of service recovery of Porsche in this case. 

4. Suggest appropriate ways to resolve the problem and restore faith of the angry customer. 

5. Please summarize the learning from the case that can help services marketer better recover service failure and turn challenges into opportunities.

 

 

PORSCHE TAYCAN: SERVICE FAILURE AND RECOVERY Eileen Chau, Head of Customer Relations at Porsche Hong Kong, was at her desk going through the monthly report on service satisfaction, a routine put in place to ensure the health of the company's customer service. A flagged entry caught her attention. She decided to listen to the audio recording. At the other end of the line, a new Porsche Taycan owner was airing his frustration. Critical options were missing from the new Taycan he ordered, he said, and he was disappointed with the dealership's handling of his complaint. To Chau, it was obvious that this was a case of service failure and the dealership's unsuccessful service recovery, and she must do something about it. Porsche: Mission E and the Birth of Taycan Automakers worldwide were planning to address the global climate issue sometime after 2015. A McKinsey report pointed out the noticeable adoption of electric vehicles (EVs) that occurred in the second half of 2020, despite the economic downturn caused by the pandemic.' Global sales of EVs accelerated, led by Europe, resulting from policy mandates for emission targets and government tax incentives for consumers. Taycan, an all-electric sports car, was the flagship of Porsche's mission E initiative. Porsche first laid out its agenda for electrification and digitization in the company's "Strategy 2025," announced in 2016. Two years later, the company said it would inject more than 6bn in electromobility by 2022, doubling the planned investment. It used the resources to fund the Julian Conzale et al., "Why the automotive future is electric." McKinsey & Company, 7 September 2021, http://www.mckinsey.com/industries/automotive-and-assembly our-insights/why-the-automotive-future-is-clectic accused 9 February 2022 Mission E: Porsche's first fully electric sports car is named Taycan," press release, Porsche AG, 8 June 2018, Porsche.com, https://newsroom.porsche.com/en/products/porsche-tavan-mission-c-name-of-series-production-clctric-sports-- electromobility-concept-study-70-years-sportscar-15602.html accessed 15 January 2022. Porsche AG, "Porsche Strategy 2030" https://newsroom.porsche.com/c/company/anal-sustainability-report-2020 porsche- strategy 2030 html, accessed 15 January 2022. Josephine Lau prepared this case under the supervision of Professor Best Yin solely for class decision. Thought were conducted as part of developing the case, the case should not be considered a primary source as certain information has been altered or is fictional to protect confidentiality or to otherwise facilitate teaching of the case. Accordingly, the case should not be considered a factually accurate depiction or a record of an specific situation or event Cases are written in the past tease, this is not meant to imply that all practices, organizations, people, places or facts mentioned in the case no longer occur, exut or apply 2012 by The Asia Case Research Centre, The University of Hong Kong. No part of this publication may be digitized, photocopied or otherwise reproduced, posted or transented in any form or by any means without the permission of The University of Hong Ref. 22/725C Last edited 30 May 2022