2
DAVID JONES
Table of Contents
Introduction..............................................................................................................................3
Organizational Description.....................................................................................................4
Service Organization as Blue print.........................................................................................5
Service organization’s front stage and back stage function.................................................5
Moment of truth for Service organization.............................................................................6
Determinants of satisfaction/dissatisfaction (Gap Model)...................................................6
Service recovery strategies......................................................................................................7
Maturity Stages of Service recovery strategies:................................................................7
Conclusion.................................................................................................................................9
Reference.................................................................................................................................10

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