This business case provides an account of inadequate business practices in service recovery management by describing a real-life customer experience of service failure and subsequent online service recovery provided by a renowned telecommunications company called iMAGE Telecom. The case encourages critical thinking and reflection on the efficacy of current practices in service recovery management at large organisations. The appraisal of the online service recovery efforts delivered by iMAGE Telecom offers insights into how customers respond to different aspects of service recovery encounters, such as the type and size of compensation offered, the transparency and timeliness of recovery processes, and employee behaviour. The case ends with a set of questions designed to facilitate discussion and the appreciation of abstract business concepts.

Description based on online resource; title from home page (viewed on May 3, 2016).

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