1. In general, is the above complaint letter:

(1) Instrumental or non-instrumental; and

(2) Ostensive or reflexive? Please explain your answer.

2. Identify the service failures that occurred and classify each failure according to the four main failure categories presented in Figure.

3. Select three of the service failures identified above and discuss the possible attributions for these failures in terms of locus, stability, and controllability.

4. Discuss the recovery strategy or strategies you would recommend to offset the customer's complaint.

Transcribed Image Text:

PRIMARY FAILURE TYPE FAILURE SUBGROUP Service Delivery System Failures Unavailable Service Unreasonably Slow Service Other Core Service Failures Special Needs" Customers Customer Preferences Admitted Customer Error Disruptive Others Customer Needs and Requests Unprompted/Unsolicited Employee Actions Level of Attention Unusual Action Cultural Norms Gestalt Drunkenness Verbal and Physical Abuse Breaking Company Policies Uncooperative Customers Problematic Customers