Subject category:
Marketing
Published by:
International Institute for Management Development (IMD)
Version: 10.10.2006
Length: 2 pages
Data source: Generalised experience
Topics:
Quality of service; Customer satisfaction
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Abstract
This is the second of a two-case series (IMD-5-0704 and IMD-5-0705). This case series describes a service incident of an elevator company with one of its customers. It helps illustrate the key issues of service expected vs service delivered, namely perception, expectations, communication. The (A) case sets the incident, the (B) case, the closure of the incident.
Subject category:
Marketing
Published by:
International Institute for Management Development (IMD)
Version: 10.10.2006
Length: 4 pages
Data source: Generalised experience
Topics:
Quality of service; Customer satisfaction
About
Abstract
This is the second of a two-case series (IMD-5-0704 and IMD-5-0705). This case series describes a service incident of an elevator company with one of its customers. It helps illustrate the key issues of service expected vs service delivered, namely perception, expectations, communication. The (A) case sets the incident, the (B) case, the closure of the incident.
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Subject category:
Marketing
Published by:
International Institute for Management Development (IMD)
Version: 10.10.2006
Length: 4 pages
Data source: Generalised experience
Topics:
Quality of service; Customer satisfaction