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Mkt 203 service marketing case study written report

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Reference no: EM132468564

MKT 203 Service Marketing Case Study Written Report 1500words

Your Task

You are to prepare case study report with recommendations based on a service experience of your own.

Assessment Description

You are required to choose a recent service failure experience you have encountered.

You are to apply service quality and customer satisfaction theories learnt in class and analyse the service experience. You are then required to develop a service recovery strategy and customer service function that will assist in improving the customer post purchase behaviour and promote customer loyalty.

Assessment Instructions

Your report must include following,

  • Clear description of service delivery failure incident/scenario. Include analysis of the roles and scripts of the service personnel
  • Based on theory studied in weeks 9-12, identify type of complaint, root cause.
  • Propose a service recovery program and strategies for your chosen incident.
  • Recommendations for maintain customer loyalty and retention in the same context of
  • your incident/scenario.
  • Structure of the report in MS Word format should include
  • Introduction
  • Analysis
  • Recommendation and service recovery strategy
  • Conclusion
  • Reference list

Reference no: EM132468564

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