Exercise | January 2005 (Revised August 2007)

Letter Writing Exercise

by Frances X. Frei and Hanna Rodriguez-Farrar

Abstract

Provides an opportunity for students to experience first-hand how service companies respond to customer feedback. The corresponding module note further describes the exercise.

Keywords: Customer Focus and Relationships; Communication; Service Industry;

Citation:

Frei, Frances X., and Hanna Rodriguez-Farrar. "Letter Writing Exercise." Harvard Business School Exercise 605-056, January 2005. (Revised August 2007.)