About firm that provided sub-par service to us as consumers

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Reference no: EM132140277

We all have “service failure” stories to tell about a firm that provided sub-par service to us as consumers. Sometimes these stories are humorous and other times they are sad. Share a story that can either be your own or that of a close friend or family member. In recounting the story line, you should first analyze the incident in terms of the concepts and gaps presented in Chapter 9 of our textbook. For example, the restaurant that did not address a customer’s “cold food” is a service failure. However, was that service failure due to insufficient training, inadequate hiring practices (hiring the wrong people), or an inability of the restaurant to predict and oversee demand? Identify (as close as possible) the causes of the service failure.

Reference no: EM132140277

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