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Part 1
1. In general, is the preceding complaint letter: (1) instrumental or non-instrumental;
and (2) ostensive or reflexive? Please explain your answer.
2. Identify the service failures that occurred and classify each failure according to the
four main failure categories presented in figure 13.3.
3. Explain what the company and its employees can learn from this complaint letter?
4. Discuss the recovery strategy or strategies you would recommend to offset the
customer’s complaint.
Part 2:
1. Describe the recovery strategies that were offered by the company to offset the
customer’s complaint. Classify the recovery strategies based on the recovery
strategy categories provided in this chapter.
2. Discuss the adequacy of the recovery strategies offered in terms of meeting
customer’s distributive, procedural, and interactional justice needs.
3. Explain what the company and its employees can learn from this complaint letter?