Question: Does SuperAuto have a customer service problem? Why or why not? Based on the reports of some vehicle owners, it is apparent that some dealers

  1. Does SuperAuto have a customer service problem? Why or why not?
  2. Based on the reports of some vehicle owners, it is apparent that some dealers have an integrity issue. Why has SuperAuto not been aware of the issue?
  3. Does the spare parts outsourcing arrangement have any negative implications for the quality of spare parts services offered to vehicle owners? If yes, why?
  4. Assuming DailyFreight's claim on meeting SLAs is true, what possible revisions should be made to the outsourcing SLAs? Why?
  5. What revisions may be made to the old spare parts services feedback form to help SuperAuto collect customer information for continuously monitoring and managing theperformance of dealers in the future? Why?
  6. Is it too late for SuperAuto to attempt service recovery with vehicle owners who were cheated by dishonest dealers? Why or why not?
  7. What lessons can we learn from the SuperAuto case for managing customer service quality in outsourcing?

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