Schindler Service (A)
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.
2006
Cranfield University
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- Schindler Service (A)
- Schindler Service (B)
- Schindler Service (A)
- Schindler Service (B)
Case reference: IMD-5-0704 ©2006
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Case reference: IMD-5-0705 ©2006
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