When Hayley Had Some Problems with the Applications on Her

question 64

Essay

When Hayley had some problems with the applications on her cell phone, she gave her cell phone to the service center for a software update. The service center returned the phone to Hayley the next day, with the software update complete. Two days later, the service center called Hayley to enquire if the phone was functioning well. Which area of services marketing does this incident illustrate? Why is this important?

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Definitions:

Panic

A sudden sensation of fear, which is so strong as to dominate or prevent reason and logical thinking, replacing it with overwhelming feelings of anxiety and frantic agitation consistent with fight-or-flight response.

Ritualistic Behavior

Repetitive actions performed in a particular order, often associated with religious, cultural, or psychological practices to achieve a sense of security or control.

Obsessive-Compulsive

A disorder characterized by uncontrollable, recurring thoughts (obsessions) and behaviors (compulsions) that an individual feels the urge to repeat.

Somatoform

Relating to a group of psychological disorders in which a patient experiences physical symptoms that are inconsistent with or cannot be fully explained by any underlying medical condition.