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Case Study 4

This document discusses service failures and recovery strategies through two case studies. The first case study is about a pizza delivery that was late, and the document asks what recovery options could have been considered and what the manager should do now. The second case study discusses a service failure at a spa and asks what an appropriate adjustment would be, and how organizations can encourage employees to take ownership of failures without giving away too many concessions.

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Patricia Carla Undang
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972 views

Case Study 4

This document discusses service failures and recovery strategies through two case studies. The first case study is about a pizza delivery that was late, and the document asks what recovery options could have been considered and what the manager should do now. The second case study discusses a service failure at a spa and asks what an appropriate adjustment would be, and how organizations can encourage employees to take ownership of failures without giving away too many concessions.

Uploaded by

Patricia Carla Undang
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Precious May N.

Undang BSHM-1B
Quality Service Management

FIXING SERVICE FAILURES

CASE STUDY
Pizza-to-Go
1. Was service recovery called for in this situation?
Ans:

2. If so, what recovery options would you have considered?


Ans:

3. What should Bob Callahan do now?


Ans:

Recovery to the Max


1. What do you think would have been an appropriate adjustment for this service failure? Or
should a fish camp employee even be concerned about a spa service failure?
Ans:

2. How can organizations encourage their employees to take ownership of service failures
and try to fix them on the spot, without “giving away the store”?
Ans:

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