When Just Saying "Sorry" Is Not Enough : Losing Customers by Failing on Hygiene Factors / Justin O'Brien.

Format:

Book

Author/Creator:

O'Brien, Justin, author.

Series:

SAGE business cases.

SAGE business cases

Language:

English

Subjects (All):

Customer services--Case studies.

Customer services.

Physical Description:

1 online resource

Place of Publication:

London : SAGE Publications: SAGE Business Cases Originals, 2025.

Summary:

Marketing professional Jay had become frustrated by the increasingly unreliable customer service they have received from Goggles, a traditional high street eye care retailer. Through a modernisation process that saw call centre centralisation, flawed customer journey design, and disempowered customer service, students are invited to empathise with customer Jay and customer service agent Crystal in an unsatisfactory hygiene factor experience. In creating a single page customer journey map and identifying clear pain/gain points, students will analyse the situation and be able to provide evidenced insights and recommendations for both the main characters.The case is designed to help undergraduate and postgraduate management students studying services management, marketing, hospitality, and customer service at an intermediate and advanced level.This case is based on a real, but anonymised, customer service failure experience. All used names are fictional.

Notes:

Description based on publisher supplied metadata and other sources.

ISBN:

9781071984123

1071984128

OCLC:

1483993637