TY - BOOK AU - Goyal, Anita TI - Service Experience at Passport Seva Kendra: : Case Analysis PY - 2021/// CY - India PB - Sage KW - QUALITY of service KW - PASSPORTS KW - CORPORATE websites KW - Case Analysis N2 - All three incidences represent three different scenarios: normal passport category (Ridhima's daughter), senior citizen category (Mr Sharma) and Tatkaal category (Kaushal's daughter). One: parents with minor children (both case of Ridhima and Kaushal) and second: senior citizen (Mr. Sharma). SITUATION ANALYSIS Three Offer Types under the Same Service The case shares a bad service experience vis-à-vis two good service experiences for the same passport issuance services. Later in the evening, Ridhima met her neighbour's father, Mr Sharma, a 78-year-old retired government employee UR - https://journals.sagepub.com/doi/pdf/10.1177/02560909211065386 ER -