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:

Discretion

Discretion involves the ability to make decisions or take actions based on one's own judgment, often in situations where the rules may not be clear or where sensitivity is required.

External Stakeholders

External stakeholders are individuals or groups outside of an organization who are affected by its actions and decisions, such as customers, suppliers, investors, and the community.

Growth Industry

A growth industry is a sector of the economy experiencing above-average growth compared to other sectors, often driven by technological innovations or consumer demand.

Managerial Discretion

The freedom and authority granted to managers to make decisions and take actions on behalf of the organization.