THE WALLACE E. CARROLL SCHOOL OF MANAGEMENT
MD850: Advanced Topics in IT: e-Service Operations
Spring 2002

MD850 Home

Week 11
Service Failure, Service Recovery, and Reverse Supply Chain Operations

Assigned Readings

E-SERV, Chapter 10: Make Recovery a Point of Pride
FUL, Chapter 10: Send it Back! The Role of Reverse Logistics
E-SERV, Chapter 11: Build a Retention Strategy

Case Study Assignment
None.

Team Web-Based Assignment
None.

Keyword Legend
E-SERV = E-Service: 24 Ways to Keep Your Customers …
CRM = CRM at the Speed of Light: Capturing and Keeping Customers …
FUL = E-Commerce Logistics and Fulfillment: Delivering the Goods

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")