Week 5: Behavior, Service Breakdowns and Recovery
Watch the following supplemental video “Recovering From Service Failure.”
After reading “Are We Satisfied with Incompetent Services?”, in the lessons area.
Answer the following questions:
1. What is your opinion of the article and how does it relate to this week’s lesson content? Explain your answer.
2. Give an example of a service breakdown you experienced. Describe the incident. Explain the recovery method of the company. Are you still a customer of the company? Why or why not?
Instructions: Your initial post should be at least 250 words. Please respond to at least 3 other students. Responses should be a minimum of 100 words and include direct questions.