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Case Study: Flowers4U.co.za: Satisfaction Infraction

Title
Flowers4U.co.za: Satisfaction Infraction  

Author
Dr Yvonne Saini & Claire Beswick  

Pages
3 pages  

Product Type
Case 

Reference #
WBS-2017-5 

Teaching Note
not available  

Institute
Wits Business School - University of the Witwatersrand 

Setting
South Africa  

Year
2017 

Keywords
Marketing, Customer Service



Summary/
Abstract
On 17 February 2017, Thomas Quinn, the managing director of online florist, Flowers4U.co.za, received an irate email from one of his clients. The client was still not satisfied with a solution he had proposed the day before to make up for unmet expectations regarding flowers delivered on Valentines’ Day. Quinn wondered how best to respond.

 


 

 

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