Telecom Street

What might the travel agency do to improve its customers’ service experience?

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

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