Case Study

Schindler Service (B)

2 pages
September 2006
Reference: IMD-5-0705

This case series describes a service incident of an elevator company with one of its customers. It helps illustrate the key issues of service expected vs service delivered, namely perception, expectations, communication. The Schindler Service (A) case sets the incident, the Schindler Service (B) case, the closure of the incident.

Keywords
Customer Satisfaction
Settings
Switzerland
2006
Type
Generalized Experience
Copyright
© 2006
Available Languages
English
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