How can we design for self-recovery when self-service failures occur?
Answer to relevant QuestionsWhat are the organizational and marketing implications of considering a customer as a "partial employee?" 1. How has Enterprise Rent-A-Car (ERAC) defined its service differently than that of the typical national car rental company? 2. What features of its business concept allow ERAC to compete effectively with the existing ...Passengers arriving at an airport departure gate must first wait for their row to be called before proceeding to the gate to have their boarding pass authenticated. If the boarding pass does not match the departing flight, ...Every fall, volunteers administer flu vaccine shots at a local supermarket. The pro-cess involves the following four steps: a. What are the bottleneck activity and maximum number of people who can be processed per hour? b. ...Why do service firms hesitate to offer a service guarantee?
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