Hofstra University Federal Express The Money Back Guarantee Case Study
Case: Federal Express: The Money Back Guarantee (A) 9-690-004
A professor at an executive education seminar on Amelia Island Florida is unable to conduct a class on service quality because a package containing a videotape and lecture material mailed the day before using FedEx’s overnight delivery service has not arrived.
1. Is the FedEx money back service guarantee meaningful? Explain why (1/2 page long).
2. Critique the exchange described in the case.
3. Was a service recovery possible? Explain.
4. What can FedEx do to decrease customer induced errors such as incorrect Zip codes?
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