HDFC Life: A Consumer's Quest for Justice: Case Analysis
Material type:
BookSeries: Vikalpa: The Journal for Decision MakersAnalytics: Show analyticsPublication details: India Sage Apr-Jun2023Description: Apr-Jun2023, Vol. 48 Issue 2, p160-162. 3pSubject(s): Online resources:
In:
Arora, Swapan Deep HDFC LifeSummary: From a service management perspective, the two most significant questions posed by this case are: (1) What processes, policies and people management skills should service firms employ to minimize the chances of service failures? While doing their job, most service employees remain stuck on the means (processes and policies of the firm) - completely forgetting about the end goal of a service business (customer satisfaction/delight). This case, "HDFC Life: A Consumer's Quest for Justice", documents the struggles faced by Vivek, a long-standing customer of HDFC Life, after his term insurance policy suddenly lapsed in the summer of 2020 due to a technical error on the part of the insurance company.
| Item type | Current library | Call number | Status | Notes | Date due | Barcode |
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Case Study
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Main Library Online Access | Available | HDFC Life: A Consumer's Quest for Justice. Case Analysis | Case Analysis 3 |
From a service management perspective, the two most significant questions posed by this case are: (1) What processes, policies and people management skills should service firms employ to minimize the chances of service failures? While doing their job, most service employees remain stuck on the means (processes and policies of the firm) - completely forgetting about the end goal of a service business (customer satisfaction/delight). This case, "HDFC Life: A Consumer's Quest for Justice", documents the struggles faced by Vivek, a long-standing customer of HDFC Life, after his term insurance policy suddenly lapsed in the summer of 2020 due to a technical error on the part of the insurance company.
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