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Managing online service recovery at iMAGE Telecom / Benedetta Crisafulli & Jaywant Singh.
SAGE knowledge Connect to full text Available online
View online- Format:
- Book
- Author/Creator:
- Crisafulli, Benedetta, author.
- Singh, Jaywant, author.
- Series:
- SAGE knowledge. Cases.
- SAGE Knowledge. Cases.
- SAGE knowledge. Cases
- Language:
- English
- Subjects (All):
- Customer relations--Case studies.
- Customer relations.
- Genre:
- Case studies.
- Physical Description:
- 1 online resource : illustrations (black and white, and colour).
- Place of Publication:
- [London] : SAGE, 2016.
- System Details:
- text file
- Summary:
- This business case provides an account of inadequate business practices in service recovery management by describing a real-life customer experience of service failure and subsequent online service recovery provided by a renowned telecommunications company called iMAGE Telecom. The case encourages critical thinking and reflection on the efficacy of current practices in service recovery management at large organisations. The appraisal of the online service recovery efforts delivered by iMAGE Telecom offers insights into how customers respond to different aspects of service recovery encounters, such as the type and size of compensation offered, the transparency and timeliness of recovery processes, and employee behaviour. The case ends with a set of questions designed to facilitate discussion and the appreciation of abstract business concepts.
- Notes:
- No ILL or scholarly sharing allowed.
- Description based on online resource; title from home page (viewed on May 3, 2016).
- ISBN:
- 9781473952034
- OCLC:
- 1017711491
- Access Restriction:
- Restricted for use by site license.
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