Great Deal! Get Instant $10 FREE in Account on First Order + 10% Cashback on Every Order Order Now

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...

1 answer below »
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 21, 2021

Solution

Jose answered on Jun 22 2021
138 Votes
The University of Queensland
1
Management
Management
Marketing Management
Individual
Lecturer:
Student Submitting:
Due Date: 22/06/2020
Describe the important aspects in developing a successful Service Recovery Management Program and give examples.
Every single customer is important for the organization. One dissatisfied customer creates lots of problems to the organization, therefore it is the duty of the business managers to develop an effective service recovery management program. With the help of service recovery management program, we can able to solve major issues faced by the customers.
Understanding the behavioural style of the customer
They are four types of behavioural styles, decisive, expressive, rational and Inquisitive. Recognizing the behavioural style of the customers helps for understanding the major issues affecting the customers. For providing better service to the customers we have to recognize the behavioural style of the customer.
Tailoring the communication style based on behavioural...
SOLUTION.PDF

Answer To This Question Is Available To Download

Related Questions & Answers

More Questions »

Submit New Assignment

Copy and Paste Your Assignment Here