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THIS ASSIGNMENT HAS 3 SECTIONS, EACH SECTION MUST HAVE ITS OWN SEPARATE WORD DOCUMENT AND REFERENCES. ALL ASSIGNMENTS MUST INCLUDE IN-TEXT CITATIONS. Please make sure this is followed, I have had...

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THIS ASSIGNMENT HAS 3 SECTIONS, EACH SECTION MUST HAVE ITS OWN SEPARATE WORD DOCUMENT AND REFERENCES. ALL ASSIGNMENTS MUST INCLUDE IN-TEXT CITATIONS. Please make sure this is followed, I have had several assignments I have had to request be fixed because this direction wasnt followed.
SECTION ONE

Describe the important aspects in developing a successful Service Recovery Management Program and give examples.

The initial discussion post is to be no less than 500 words, must reference material from the textbook and the relevant case material.

SECTION TWO


Dave Carroll, a singer song writer from Canada, had a little trouble with United Airlines. A baggage handler mishandled one of Dave’s guitars and events escalated from there. Please watch this video.

https://www.youtube.com/watch?v=5YGc4zOqozo

Based on the information provided in video #1, did Dave Carroll register an instrumental or non-instrumental complaint? In a 1-page (minimum) paper please explain.

Refer in your paper to specific concepts you have identified from your reading for this week. You should also include at least one APA style citation and reference.

SECTION THREE

Answer/Discuss the following:

How have changes within service distribution channels had an impact on customer retention?

Discuss the distinction between zero defects and zero defections.

Responses should be at least 150 words each and contain APA style citations and references.

Answered Same Day Jun 14, 2021

Solution

Jose answered on Jun 16 2021
130 Votes
The University of Queensland
1
Management
Management
Service Marketing
Individual
Lecturer:
Student Submitting:
Due Date: 16/06/2020
Section -1
Describe the important aspects in developing a successful Service Recovery Management Program and give examples.
The business managers have to develop effective Service Recovery Management Program for retaining the existing employees. For implementing the Service Recovery Management Program, the management has to consider internal and external factors. Now we can analyse the important aspects of developing a successful Service Recovery Management Program.
Develop an effective complaint process
For improving the quality of the Service Recovery Management Program the management has to develop an effective complaint process. We know the fact that customers called the revenue points for the company. Therefore, the service managers have to develop a systematic complaint process and it helps for understanding the actual problem faced by the customers (Van et al 2019,p.103). While analysing the example of e-commerce giant Amazon we can understand that they developed a systematic and...
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