To read this content please select one of the options below:

Ranjan and Platinum Card

Ravichandran Ramamoorthy (Indian Institute of Management Bangalore.)

Publication date: 13 August 2013

Abstract

The case illustrates the sequence of events that played out between the customer and his interaction with a Bank from which he availed a credit card and a loan. The failure of service deliverables and deficiencies in the processes of the bank resulted in default of the loan amount and inconvenienced the customer. In the case, the focus on the customer helps in understanding that organizations need to initiate responses for customer satisfaction at their interface points, as expected by its customers. The case is suitable for use in courses on ‘Services Marketing’ for Post Graduate courses and Management Development Programmes.

Keywords

Acknowledgements

Prepared by Ravichandran Ramamoorthy, Chief Operating Officer, Centre for Public Policy, Indian Institute of Management Bangalore. Written under the guidance of Professors M.R.Dixit, Abhinandan Jain, and Vijaya Sherry Chand as part of the Alumni Case Writing Workshop held at Indian Institute of Management, Ahmedabad in October, 2012.

Citation

Ramamoorthy, R. (2013), "Ranjan and Platinum Card", . https://doi.org/10.1108/CASE.IIMA.2019.000070

Publisher

:

Indian Institute of Management Ahmedabad

Copyright © 2013 by the Indian Institute of Management, Ahmedabad

Related articles