Give a short summary of the service incident with a brief account of the service failure. 2.
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Question:
Give a short summary of the service incident with a brief account of the service failure.
2. Discuss the customer gap in the case: the cause(s) and impacts. Please explain how the customer set his expectation about Porsche.
3. Evaluate the effectiveness of service recovery of Porsche in this case.
4. Suggest appropriate ways to resolve the problem and restore faith of the angry customer.
5. Please summarize the learning from the case that can help services marketer better recover service failure and turn challenges into opportunities.
Related Book For
Advanced Financial Accounting
ISBN: 978-0078025624
10th edition
Authors: Theodore E. Christensen, David M. Cottrell, Richard E. Baker
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