Case Study 2: The Broadstripe Service Guarantee Question

1- Explain the impact of a well-designed service guarantee on a firm's service employees, service operations, current and potential customers, and marketing and sales.

2-: Evaluate the design and communication of Broadstripe's service guarantee. Would you recommend any changes?

3-Can the guarantee be successful in creating a culture for service excellence within Broadstripe? What else may be needed to achieve such a culture?

4- Do you think customers might take undue advantage of this guarantee and "stage" service failures to invoke the guarantee? If yes, how could Broadstripe minimize potential cheating on its guarantee?

5-Imagine you are in Lent's position. How would you conduct the analysis, and what would you present to the management committee?