1. Write a letter of complaint (or voice your complaint in person) to a service organization from...
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1. Write a letter of complaint (or voice your complaint in person) to a service organization from which you have experienced less-than-desired service. What do you expect the organization to do to recover? (Later, report to the class the results of your complaint, whether you were satisfied with the recovery, what could/should have been done differently, and whether you will continue using the service.)
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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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