IT service failures and recovery strategies : a case study of First Cambodia Co., Ltd. | |
| Author | Plang Phalla |
| Call Number | AIT Proj. no.SM-15-06 |
| Subject(s) | Business--Management--Case studies Customer service |
| Note | A project submitted in partial fulfillment of the requirements for the degree of Master of Business Administration |
| Publisher | Asian Institute of Technology |
| Abstract | Customer service plays a key role to make a company success since a customer is a king. However, service is offered by human beings and it is likely error or failure sometimes. It is not easy to recover if a company does a service failure. This study has been done to identify the service failures and the recovery strategies in one IT company in Cambodia. It is not going to be easy to rebuild a trust with customers again after failing. A case study has been picked up to find out the effective recovery strategies that a customer is expecting whenever the company has made them dissatisfied. First Cambodia Co., Ltd. is IT’s system integration company which is leading in Cambodia. It faced a dilemma in choosing the effective recovery strategies after a failure of offering the service. This study has been conducted to find out the effective strategies that the company should use in order to rebuild its image and turn the company to the customer-led services. |
| Year | 2015 |
| Type | Project |
| School | School of Management (SOM) |
| Department | Other Field of Studies (No Department) |
| Academic Program/FoS | Master of Business Administration (MBA) (Publication code=SM) |
| Chairperson(s) | Badir, Yuosre; |
| Examination Committee(s) | Igel, Barbara;Sununta Siengthai; |
| Scholarship Donor(s) | Thailand (HM King); |
| Degree | Project (M.B.A.) - Asian Institute of Technology, 2015 |