SERVICE MARKETING (SECTION M)

ASSIGNMENT #1

1. Describe the transaction between Tudor House and the Customer. How would you
identi fy "Value" in this exchange?
The transaction between the Tudor House and the Customer is about compensation.
Customer wants the compensation, for the ruin cake they got from Tudor House. The
value in this exchange, is the loyalty brings back to the Tudor House and many other
customer will aware of it that the cake Kartik got was just a mistake from the chef
overall the Tudor House is very cooperative with their customers.
2. What do you think was the customer's purpose (agenda) for the persistent
complaints? What does he really want now that the occasion is over?
The customer agenda for the persistent complaint was that the Tudor House should take
action on their mistake and they should agree what messed up they did with the cake, the
cake was not look alike in that shape that customer wanted. now the occasion is over
customer wants that Tudor House should apologize for their mistake and gave him an apology
letter with another cake having written sorry in it and gave them there all money back.
3 . Wh at i s th e ro l e of so ci al med i a ne two rk s in infl uencing customer
expectati ons/sati sfacti on? What was the role of social media networks in the
complaint about the cake?
The good image of brand or product can lead the consumer to make decision on their
purchases. When consumer's friend on social media shares or recommends services or
products on their social media, it affects brand attitude and influences their decision-making.
Many marketers use social media for marketing campaigns. The complaint about the cake was
boosting up in the social media, which was challenging for the Tudor House. The foodies were
 responding on the Kartik post and they all are in the favor of Kartik, so this was the challenging
for Tudor because many loyal customers of Tudor House were also there in social media

4 . In th e l igh t of you r an swe rs, Eval ua te th e possibilities available to Sita Sen.

What would be your advice in terms of what should be Tudor House's response
to the customer> Justi fy your choice.
The possibilities available for the Sita Sen is to take full responsibility of the Kartik complain.
Manage his complain efficiently and apologize him about the chef mistake. The Tudor House
provide apology letter for Kartik because they did worst job while making the cake.
Tudor house provide him another cake and pudding and back there all money to them. In this
way they will create a positive image infront of their customers.