Volume: 6, Issue: 1
INTRODUCTION
Inadequate research orientation, insufficient marketing research, poor focus on service quality and inadequate use of market research. Lack of upward communication Lack of interaction between management and customers, Insufficient communication between contact employees and managers, too many layers between contact personnel and top management inadequate service recovery !ack of encouragement to listen to customer complamts, failure to make changes when things go wrong no appropriate recovery mechanisms in place for service failures
