THIS ASSIGNMENT HAS 3 SECTIONS, EACH SECTION MUST HAVE ITS OWN SEPARATE WORD DOCUMENT AND REFERENCES. ALL ASSIGNMENTS MUST INCLUDE IN-TEXT CITATIONS. Please make sure this is followed, I have had several assignments I have had to request be fixed because this direction wasnt followed.
SECTION ONE
Describe the important aspects in developing a successful Service Recovery Management Program and give examples.
The initial discussion post is to be no less than 500 words, must reference material from the textbook and the relevant case material
SECTION TWO
Dave Carroll, a singer song writer from Canada, had a little trouble with United Airlines. A baggage handler mishandled one of Dave’s guitars and events escalated from there. Please watch this video.
https://www.youtube.com/watch?v=5YGc4zOqozo
Based on the information provided in video #1, did Dave Carroll register an instrumental or non-instrumental complaint? In a 1-page (minimum) paper please explain.
Refer in your paper to specific concepts you have identified from your reading for this week. You should also include at least one APA style citation and reference.
SECTION THREE
Answer/Discuss the following:
How have changes within service distribution channels had an impact on customer retention?
Discuss the distinction between zero defects and zero defections.
Responses should be at least 150 words each and contain APA style citations and references.