Managing the Marketing Mix for Services – Discussion

Topic 1: Service Quality

Recall the last time you had an unsatisfactory encounter with a service provider. Given the dimensions of service quality, exactly where were the negative gaps between expectations and the actual service. Next, contrast the unsatisfactory experience with a positive one.

Topic 2: Technology service for your business

What would happen if you had a small tablet start-up business and you only had one person on call for service issues? How could you turn a negative product launch into a positive experience using social media? Any ideas?