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Shahid Amin Bhat (ITM University Gwalior); Somen Mitra (ITM University Gwalior); Sunil Kumar (ITM University Gwalior)
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3 pages
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Field research


When time share services organization, MNC Club & Resorts wanted to consolidate its position further in the national landscape, from being a relatively novice player to an early adopter, it came across some real learning and that too in the hard way. The case highlights the service failure and its associated hiccups that exposes an organization to the imminent dangers affecting the bottom line. This case will expose the readers to the dynamics of time share services business especially with reference to operations management and understand the complexities involved in running them in an efficient and time-bound manner. The readers will also develop insights into the change management in both formal and informal setting.


Service recovery strategies; Service failure; Process management

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