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Eastern Academy of Management Annual Meeting 2017

EAM 2017 Proceedings »

Ready to Rectify: Learning With Role-Play

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Role-play is an especially useful learning method for teaching service operations concepts. The role-play described here simulates different types of customer-provider interactions by allowing students to improvise common scenarios when either a service provider has made an error or a customer has changed his/her mind. Student “customers” and “service providers” improvise known oversight scenarios, the “customer” acting as a customer with a stereotyped personality described on a card only s/he can see, and the service provider reacting to best accommodate the complaining customer. The debriefing discusses optimal ways to respond to each customer type in a service recovery situation.


Laura Forker    
University of Massachusetts Dartmouth
United States


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