IIMA Institutional Repository
This Institutional Repository has been created to collect, preserve and distribute the scholarly output of Indian Institute of Management, Ahmedabad. This will work as an important tool to facilitate scholarly communication and preserve the institution knowledge. The Vikram Sarabhai Library is proud to be hosting the repository for the dissemination and preservation of this valuable knowledge resource of the IIMA community.
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http://hdl.handle.net/11718/8095Full metadata record
| DC Field | Value | Language |
|---|---|---|
| dc.contributor.author | Gupta, Nirmal | - |
| dc.contributor.author | Gupta, Parvinder | - |
| dc.date.accessioned | 2010-08-27T11:16:45Z | - |
| dc.date.available | 2010-08-27T11:16:45Z | - |
| dc.date.copyright | 2005 | - |
| dc.date.issued | 2010-08-27T11:16:45Z | - |
| dc.identifier.uri | http://hdl.handle.net/11718/8095 | - |
| dc.description.abstract | A customer was disappointed to find a defective music audiocassette soon after opening the wrapper of a newly bought set. On taking this set back to the retail shop from where the purchase was made, customer was denied the replacement of defective product. Customer was also badly treated by the staff and proprietor of the shop. Case traces the long journey this customer takes up to fight for justice. In the process, case highlights issues of customer service, employee behaviour, and consumer action. It also contrasts varying practices followed by different organizations (in the same industry) in responding to customer complaints. | en |
| dc.language.iso | en | en |
| dc.subject | Media and Entertainment | en |
| dc.title | Music to Ears | en |
| dc.type | Cases and Notes | en |
| Appears in Collections: | Cases and Notes | |
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