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You are required to choose a recent service failure experience you have encountered.You are to apply service quality and customer satisfaction theories learnt in class and analyse the service experience. You are then required to develop a service recovery strategy and customer service function that will assist in improving the customer post purchase behaviour and promote customer loyalty.
Your report must include following,
? Clear description of service delivery failure incident/scenario. Include analysis of the roles and scripts of the service personnel
? Based on theory studied in weeks 9-12, identify type of complaint, root cause.
? Propose a service recovery program and strategies for your chosen incident.
? Recommendations for maintain customer loyalty and retention in the same context of your incident/scenario.
Structure of the report should include
? Introduction
? Analysis
? Recommendation and service recovery strategy
? Conclusion
? Reference list 
This file must be submitted as a ‘PDF’ document to avoid any technical issues that may occur from incorrect file format upload. Uploaded files with a virus will not be considered as a legitimate submission. Turnitin will notify you if there is any issue with the submitted file. In this case, you must contact your lecturer via email and provide a brief description of the issue and a screen shot of the Turnitin error message.

You are also encouraged to submit your work well in advance of the deadline to avoid any possible delay with the Turnitin similarity report or any other technical difficulties that may occur Late assignment submission penalties
Penalties will be imposed on late assignment submissions in accordance with Kaplan Business School “late assignment submission penalties” policy. 
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