International Journal of Business and Economics Volume 16, No. 2 September, 2017

To Create or Not Create: When the Customer's Paid Request Is Ignored

Katrina Anderson

Waikato University, New Zealand

Abstract

A customer goes into a hardware store and purchases an outdoor table setting from Sun, Sea & Sand (SS&S). The customer pays extra for the setting to be assembled and delivered within less than one week. The furniture arrives un-made and in boxes. The furniture is sent back to be assembled, but later that day the customer receives different outdoor furniture from those she had purchased. The customer asks for the correct furniture to be made and delivered the same day, but the store is closing for the day. What should the store do?

Keywords：contractors, insight, responsibility, service failure, probing capabilities.

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