I did an assignment about service quality that I would like to share with everyone.

1. Case Study Analysis
Submitted to :- Dr. Suresh
Section :- ‘B’
Name :- Shreyas
USN :- CMS18MBA090
Was there a service failure ? How could there have
been a service recovery ? If you were in Rajkumar’s
place list at least 2 ways in which you would have
triggered a service recovery ?
Ans. Yes, in my view there was a service failure by the
Moti Restaurant.
**
The service recovery could have taken place by :-
a. Firstly, Mr Pai, should have accepted and apologized
for the situation that had taken place due to this miss from
his side.

2. B. Mr. Pai should have taken steps to address the issue
and help Mr. Amol by accommodating his guests.
**
If I was in Mr. Rajkumar Pai’s place, I would have done a
service recovery in the following way :-
1. Firstly, I would accept that there was a miss from my
end and I would apologize for not having updated the new
reservation seat number to 20 people.
2. I would request Mr. Amol for some more time to
manage and arrange for the additional guests which have
come along.
3. Mr. Amol was a veteran customer of the restaurant and
I would tell the guests of Mr. Amol to wait in the lounge
area, while we make the arrangements.
4. All the guests and Mr. Amol would be provided with
complimentary juice and snacks to eat while their seats
were getting prepared.
5. As a gesture of apology I would surprise Mr. Amol with

3. special 30% off on the entire bill that was incurred along
with a final desserts as a surprise complimentary service
from Moti Restaurant.
______________________________________________
Question 2
What is the main reason for the service failure ?
Ans. The main reason for the service failure is denial on
part of the owner of the restaurant Mr. Pai. The owner did
have a conversation with Amol.
Amol in this conversation with Mr.
Pai, did mention very clearly that he wants to increase the
seat number from 15 to 20 people.
This was conveyed by Mr. Amol but
we see that Mr. Pai, completely denies having heard and
had this conversation with him, here the owner acted
irresponsibly and lost the trust and respect of a regular
customer.

4. This was the main reason for service
failure in the present case.
______________________________________________
Question 3
If you were Amol, how would you have reacted to
Rajkumar’s behaviour ?
Ans. I do believe that the way Amol reacted in the
situation was quite correct and apt as per the situation that
had come up. I am someone who is very sensitive at the
same time reasonably considerate when the situation go
out of hand at times.
I would try my best to assess the
situation around and see if it was really practically
possible to accommodate all my guests anywhere in the
dinning table all at the same time as soon as possible. If

5. that was not seeming possible in the next 30-40 mins
seeing the crowd at the restaurant, I would have spoken
for one last time with Mr. Pai that I would leave and go
elsewhere and if still no care was taken from their side I
would leave and go to some other fine dinning place with
my guests.
______________________________________________
Question 4
What are the problems and the issues that lead to
such situations and such behaviour of service
providers ?
Ans. There should be a well defined process to make
the reservation and to also make any reservation changes,
if needed, which as we can see in the case of Moti
restaurant was missing.

6. As the owner of the restaurant and
even considering a normal Human being there are
numerous thoughts and activities one is engaged in
during the course of the day.
As a result of this, it is common that
the person can at times forget some important things that
ought to be done. In this case, we see the same
happening, Mr. Pai was updated about the modification
from a customer over the call.
There is a chance that out of the many
calls Mr. Pai received he has really forgotten that Mr. Amol
had called him and changed the seat number. So, it is
important to keep a proper trust worthy system to be
newly adopted by the Moti restaurant in regard to
customer reservations.
______________________________________________

7. Question 5
In today’s world of Facebook, Google, blogs do you
think that Moti’s restaurant can have more of such
service failures ?
Ans. This is absolutely a very huge set back for any
business to have multiple bad feedback or Online
un-satisfied customer reviews. This can completely
tarnish the reputation of the business.
Increasingly, people are visiting
places based on the recommendation and reviews which
have been posted online and if the business has more un
satisfied customer comments. People based on the
reviews will stop visiting the place.
If a regular customer of the
restaurant reads about this incident online then he or she
might not prefer to bring their guests to the restaurant.
This again is not good for the business.

8. The other aspect is these reviews
about the restaurant stay permanently Online. They do
not get taken down or removed. Therefore, it become a
permanent black mark on the name of the restaurant.
In business we should be very careful and avoid such
black mark by following good and ethical business
practices.
______________________________________________
Question 6
What steps should Rajkumar take to consider the
present case as learning and what can be done to
bring back Amol as a regular customer ?

9. Ans. Firstly, yes Rajkumar should definetly learn fro this
situation and next is that he should take this as an
opportunity to provide best service to Mr. Amol and WIN
him back as a regular customer once again.
I will present the answer assuming that I am in the same
position as Rajkumar and I have to WIN Mr. Amol back as
a customer.
These are the following steps I would take as the business
owner :-
1. Firstly, since I have Mr. Amol’s number I would call
him and explain that yes there was misunderstanding from
our side and we would like to make it up to you, Mr. Amol
for the hassle that he had go through on that given day.
2. I would invite Mr. Amol for a Lunch with me on the
date agreed upon by Mr. Amol.
3. On the day of the lunch I would present the offer to

10. Host all his guests once again in a special arrangement
made especially for Mr. Amol and his guests.
4. All the guests to be invited and their complete dinner
would be complimentary on behalf of Moti restaurant.
5. I would reply on the feedback given by the Mr Amol
and his guests on the social media platform with a new
picture of all the same guests once gain enjoying and
celebrating.
I would mention that “Yes, we being humans can
sometime err but we LOVE our customers a Lot !!!
Mr. Amol Smile please ”
Winning a customer back from a hardship can at times
increase the trust of the customer even more and I would
strive to get that more trust from Mr. Amol.
______________________________________________
Thank You Sir