Welcome to EssayHotline!

We take care of your tight deadline essay for you! Place your order today and enjoy convenience.

Conduct market research to identify a critical incident where a customer is extremely dissatisfied with the service firm, its staff, or the service provided.

 

INTERNATIONAL BUSINESS, MARKETING, AND BRANDING INTEGRATED SERVICES MARKETING

Task Brief

1. Please select a service company operating in one of the following industries:

– Fast food company

– Transportation

– Personal grooming

– Financial services

– Telecommunications

2. You have been employed as a consultant for your chosen organisation with the following deliverables:

i. Conduct market research to identify a critical incident where a customer is extremely dissatisfied with the service firm, its staff, or the service provided.

The market research can employ qualitative methods (e.g., interviews, focus groups), quantitative methods (e.g., survey), or a mixed methods approach (i.e., interviews and surveys).

ii. Provide an in-depth analysis of the critical incident/service failure including but not limited to what went wrong, what actions were taken by the customer after the critical incident/service failure, and what actions were taken by the firm after the critical incident/service failure.

iii. Provide a visual illustration of the service blueprint for the service firm that highlights where the critical incident/service failure occurred.

iv. Provide recommendations on appropriate service recovery techniques and how customer satisfaction can be improved upon based on the findings of the research.

© 2024 EssayHotline.com. All Rights Reserved. | Disclaimer: for assistance purposes only. These custom papers should be used with proper reference.