Services Marketing 6th Edition by Valerie Zeithaml,Mary Jo Bitner,Dwayne Gremler

Exercise 14

Write a letter of complaint (or voice your complaint in person) to a service organization from which you have experienced less-than-desired service. What do you expect the organization to do to recover? (Later, report to the class the results of your complaint, whether you were satisfied with the recovery, what could/should have been done differently, and whether you will continue using the service.)