Discussion Questions
1. Summarize the service failures associated with this experience.
2. What might the travel agency do to improve its customers’ service experience?
Source: H. James Harrington, “Looking for a Little Service,” Quality Digest, May 2000; http://www.qualitydigest.com.
The Nightmare on Telecom Street’ by H. James Harrington
What might the travel agency do to improve its customers’ service experience?
