Crisafulli, Benedetta and Singh, J. (2016) Managing Online Service Recovery at iMAGE Telecom. In: UNSPECIFIED (ed.) SAGE Business Cases. SAGE. ISBN 9781473952034.
Abstract
This business case provides an account of inadequate business practices in service recovery management by describing a real-life customer experience of service failure and subsequent online service recovery provided by a renowned telecommunications company called iMAGE Telecom. The case encourages critical thinking and reflection on the efficacy of current practices in service recovery management at large organisations. The appraisal of the online service recovery efforts delivered by iMAGE Telecom offers insights into how customers respond to different aspects of service recovery encounters, such as the type and size of compensation offered, the transparency and timeliness of recovery processes, and employee behaviour. The case ends with a set of questions designed to facilitate discussion and the appreciation of abstract business concepts.
Metadata
| Item Type: | Book Section |
|---|---|
| School: | Birkbeck Faculties and Schools > Faculty of Business and Law > Birkbeck Business School |
| Depositing User: | Benedetta Crisafulli |
| Date Deposited: | 12 Oct 2018 08:44 |
| Last Modified: | 02 Aug 2023 17:44 |
| URI: | https://eprints.bbk.ac.uk/id/eprint/24076 |
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