Case Details
Porsche Taycan: Service Failure and Recovery
The case captures the experience of a customer in a service failure incident when ordering a Porsche Taycan, and the recovery process managed by the local dealer. It outlines in detail the customer’s journey from first contact in a test-drive to placing the order, and finally, taking ownership of the new car. Descriptions include the negotiations and interactions between the customer and the salesperson in addressing the service failure and its recovery. The case unfolds with the head of Customer Relations at Porsche learning about the incident from a routine customer satisfaction report. Key decisions faced by the manager involve conducting a root cause analysis of the incident as well as finding recommendations to improve internal processes in handling customer complaint and in recovery. The case covers concepts of root cause analysis, double deviation in service failure, theories of justice in service recovery, customer satisfaction management, and on a secondary level, dealership management.
Learning Objective:
1.To provide students with a basic understanding of service failure and recovery, the concept of double deviation, and theories of perceived justice in service recovery.
2.To explore opportunities and challenges associated with service failure, and recovery strategies vis-a-vis customer satisfaction management.
3.To offer students a canvas to discuss the dynamics and some of the critical success factors in dealership management.