Service Delivery Failure: Analysis and Recommendations

Services Marketing
Student Name
Institute and Affiliation
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Table of Contents
Introduction:....................................................................................................................................3
Analysis:..........................................................................................................................................3
Root cause analysis in theoretical perspective:...............................................................................4
Service recovery programme:..........................................................................................................5
Recommendation:............................................................................................................................6
Conclusion:......................................................................................................................................7
References:......................................................................................................................................8
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Introduction:
Service marketing falls under the marketing strategies and it is broad category. Service
marketing is the most common approach which is mostly used by all the organisations
(Subashini and Kavitha, 2011). Service can be provided through two methods (Alston, 2007).
These are business to customer (B2C) and Business to business (B2B). Present research based on
the personal experience of service failure in recent time. Hence, the researcher has chosen recent
service failure of purchasing a cable set-top-box. The researcher has bought a set-top box of
cable but after a few days it was not working well but the service provider fails to provide
required service. The entire scenario will be analysed along with service marketing theories and
practices.
Analysis:
Clear description of the service delivery failure incident:
The researcher has purchased a set-top-box from local cable operators. The product was working
properly but after few days it had been showing a message at the centre of the TV. The research
thought it was disturbance of TV but after checking properly it was found that the message was
showing through Set-top-box. Hence, the researcher called the technician of cable operators and
they took away the product by saying that it would be returned within next 3 hours. After three
hours when it was still not returned the researcher asked the service provider (cable operator) to
know the situation of the product but got to know that it would take more time. Then the
researcher requested to provide alternative product which could help to see the programme of the
TV. Service provider assured that they would provide alternative product within next one hour.
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