Саsе Study Rероrt
You are required to choose a recent service failure experience you have encountered. You are to draw the service process map, identify the contact points (touch points), and the service delivery failure you encountered in your service experience.
You are to apply service quality and customer satisfaction theories learnt in class and analyze 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 behavior and promote customer loyalty.