Author Question: Describe the basic differences between organic and mechanistic approaches to service recovery, ... (Read 66 times)

Tazate · **on:** Jun 28, 2018

Describe the basic differences between organic and mechanistic approaches to service recovery, including the steps involved in the management program.

Question 2

Identifying specific marketing activities, determining the time required to complete each activity, and organizing marketing activities into the proper sequence are examples of the steps involved in creating a(n):
A) marketing plan.
B) control framework.
C) strategic activities list.
D) strategic calendar.
E) implementation timetable.

adammoses97 · **Reply #1 on:** Jun 28, 2018

Answer to Question 1

Mechanistic processes: Formalized step-by-step processes that are developed to facilitate the firm's failure analysis and service recovery efforts.

Organic processes: Informal sets of values and beliefs that comprise the firm's service recovery culture.

Step 1. Develop a positive internal recovery culture.

Step 2. Identify service failure.

Step 3. Indentify the root cause

Step 4. Select recovery strategy.

Step 5. Implement recovery strategy.

Bonus: Step 6. Track, monitor, and evaluate effectiveness.

OR

Provide feedback to employees.

Answer to Question 2

E