THE WALLACE E. CARROLL SCHOOL OF MANAGEMENT
MD254: e-Service Operations Management
Spring 2003
MD254 Home
Week 13
Service Failure, Service Recovery, and the Reverse Supply Chain
Assigned Readings
MD254WEBSITE: “The Cost of Service Failure,” The Hindu Business Line Internet Edition, [http://www.blonnet.com/catalyst/2002/08/29/stories/2002082900170400.htm]
MD254WEBSITE: “Service Recovery Practices,” Great Brook Consulting (http://www.greatbrook.com/service_recovery.htm)
E-SERV, Chapter 10: Make Recovery a Point of Pride
E-SERV, Chapter 11: Build a Retention Strategy
EOM, Chapter 5: E-Operations: The View from the Inside
Case Study Assignment
None.
| Keyword Legend E-SERV = E-Service: 24 Ways to Keep Your Customers … ECOM = E-Commerce Operations Management EOM = E-Operations Management FITZ = Service Management: Operations, Strategy and Information Technology |
Related Readings: For Further Information
Related Readings: Traditional (Person-to-Person) Services
Fitzsimmons & Fitzsimmons, Service Management: Operations,
Strategy, and Information Technology, Irwin/McGraw-Hill, 2001, Chapter
3, p. 67-68 ("Service Recovery")
Haksever, et al., Service Management and Operations, Prentice Hall,
2000, Chapter 12, p. 340-344 ("Service Recovery", "Service
Guarantees")