Assignment
Harvard Case: Customer Relationship Management: The Tudor House Makes Amends.
Instructions
1. Provide a summary of the main issues in this case. Be sure to provide context to the customer relationship issue and how the Tudor House came to find itself in the predicament they are in.
2. Describe the transaction between the The Tudor House and the customer? How would you identify "value" in this exchange?
3. What do you think was the customer's purpose (agenda) for the persistent complaints? What does he really want, now that the situation is over?
4. What is the role of social media networking sites in influencing customer expectations/satisfaction? What was the role of social media in this case?
5. In light of your answer above to #4, evaluate the options available to Sita Sen. How would you advise the Tudor House to respond to the customer? Justify your response.
Format your assignment according to the following formatting requirements:
1. The answer should be typed, double spaced, using Times New Roman font (size 12), with one-inch margins on all sides.
2. The response also includes a cover page containing the title of the assignment, the student's name, the course title, and the date. The cover page is not included in the required page length.
3. Also include a reference page. The Citations and references should follow APA format. The reference page is not included in the required page length.