1. Why is it important for a service firm to have a strong recovery strategy? Think of...
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1. Why is it important for a service firm to have a strong recovery strategy? Think of a time when you received less-than-desired service from a particular service organization. Was any effort made to recover? What did the firm do to “fix the customer”?
What was done to “fix the problem”? What should/could have been done differently? Do you still buy service from the organization? Why or why not? Did you tell others about your experience?
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Services Marketing Integrating Customer Focus Across The Firm
ISBN: 9780078112102
7th Edition
Authors: Valarie A. Zeithaml, Mary Jo Bitner, Dwayne Gremler
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