Service Failure Experience of Amazon: A Services Marketing Analysis

Sevices Marketing

SERVICES MARKETING 1
Table of Contents
Introduction................................................................................................................................2
Overview of Amazon.............................................................................................................2
Service Failure Experience of Amazon..................................................................................2
Service process Map..............................................................................................................3
Symbols..............................................................................................................................4
Analysis..................................................................................................................................5
Roles of Personnel..............................................................................................................5
Recommendation and Service Recovery Strategy.................................................................6
Conclusion..................................................................................................................................7
References..................................................................................................................................8

SERVICES MARKETING 2
Introduction
A contract which does not include any type of physical goods and is transmitted from the
supplier to the purchaser is known as Service (Erik, 2015). The benefits of these services are
established by the purchaser’s willingness to do the exchange. This report talks about a recent
service failure that has been encountered. A service process map will be created and the
important points will be highlighted in that. The analysis will be done of the service failure
and recommendations will be provided for the recovery strategy for service.
Overview of Amazon
Amazon is known as the largest online retailer in the world, trading over forty types of goods
(Jackson, 2014). They sell books, electronics, groceries, jewellery, auto parts, etc. It is also
called as an Internet technology and e-commerce platform, a platform for execution and
logistics, Internet advertising and search technology platform. Along with this it is famous as
an Internet start-up incubator. The revenue of Amazon has increased from 41% to $48.08
billion in 2011 (Schneider, 2014).
Service Failure Experience of Amazon
I am a regular customer of Amazon and have ordered many goods from them. But recently I
had a wave of problems in order as a customer with Amazon. I bought a product by using
Amazon Prime and choose the next day delivery option. I did not receive the order within the
prescribed time and in return got a message which was saying that the delivery is failed as
you were not available at the location. But on the other side, I was waiting for the order at the
location. Naturally, I complained that I haven't received my order but in place of my order, I
got a mail asking for apologies and saying it will get deliver tomorrow. Only a sorry mail was
not enough to comfort me. They were supposed to give a proper explanation, the reason for