IMD-5-0704 © 2006
Horovitz, Jacques
This case series describes a service incident of an elevator company with one of its customers. It helps illustrate the essential problems of service anticipated vs service delivered; namely perception; anticipations; communicating.
The Schindler Service (A) case establishes the incident; the Schindler Service (B) case; the closing of the incident.
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Subjects: Quality of service; Customer satisfaction
Settings: Switzerland; Elevators; 39;762 employees; 2006
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