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Discuss the primary reasons dave carroll is complaining

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Reference no: EM133200798 , Length: 2 pages.

Assignment: Services Marketing United Breaks Guitar Paper

I. Dave Carroll, a singer song writer from Canada, had a little trouble with United Airlines. A baggage handler mishandled one of Dave's guitars and events escalated from there. Watch the YouTube video #1 "United Breaks Guitars" and answer questions. Based on the information provided in video 1, did Dave Carroll register an instrumental or non-instrumental complaint? Explain.

II. Is Dave Carroll's complaint ostensive or reflexive? Discuss.

III. Based on the information provided in the text, discuss the primary reasons Dave Carroll is complaining.

IV. Discuss Dave's complaint in terms of voice, exit, and retaliation outcomes.

V. Based on the text section pertaining to "Service Failure Identification," how would you categorize this particular service failure among the four proposed failure groups?

VI. Watch YouTube videos 2 "STATEMENT", 3 "United Breaks Guitars Song 2", and 4 "United Breaks Guitars Song 3 - "United We Stand" on the Right Side of Right" and answer the questions that follow.Discuss this failure scenario in terms of the failure attributions of: locus, stability, and controllability.

VII. The text provides five broad recovery strategies. What advice would you provide United to recover from this particular service failure?

VIII. Discuss United's recovery efforts in terms of distributive, procedural, and interactional justice.

Reference no: EM133200798

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