Employee behaviour

List different examples of service experiences where the negative or positive employee behaviour had an impact on customer satisfaction (or dissatisfaction).

What can we learn from these examples in terms of service management?

1. Look for an example of a service firm where a clear cycle of failure is working.

Describe how the cycle of failure is working. Try to figure out what kind of issues caused the start of the cycle.

2. Based on what you have learned in this chapter, discuss the following question: ‘How confident can Waldemar Schmidt be that ISS will keep their contract with BAA?


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