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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.

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