Describle a service failure and how/Why is this relevant to service operations management? Relate to 1 or more of the service dimensions, Which service gap? Include relevant real data to justify the problem beyond personal experience (data can be from news or other article) Why the failure occurred? People, Systems or Process Analyse and recommend solutions for the service failure Innovation Process should be less complex Customer effort should be lower Better interaction (empathy) Better tangibles Ensure quality is measured (using SERVQUAL) Adopt an improvement framework - using project teams How can they recover from the failure You must explain how the failure affects service quality and how your recommendations can improve it.

Answer rating: 100% (QA)

Service Failure Example Long Wait Times at Airline Customer Service Service Failure Excessive wait times on airline customer service phone lines causing frustration and missed opportunities for custom... View the full answer