"The Reservation Nightmare” on page 41 and 42. Answer the questions in brief paper less than 500 words.atleast one reference with online link,

1. Summarize the service failure associated with this experience.
    The case clearly express the deteriorating service quality in IVR system of service response. In the given case the, the experience of the customer was really night market. Not only he lost her valuable time while holding the receiver for long but he did not get the service what he intended to avail also. This case is clear example of problem associated with IVR system of customer service. This is not only the case with Mr. Harington, this is what actually happen with most of the service industry. It was really cumbersome for the customer to get in touch with the customer service executive to speak to ask for the required service after struggling with long time guidance by IVR system. Even after getting the customer care executive on line the customer was not able to get the help and informed about the change number for international held desk. There was complete failure on the...