Referring to problem 4, did the firm engage in a service recovery act? If so, what did they do? How did its service recovery change your opinion of the firm’s overall performance, and what is the implication of service recovery for improving your perceptions of the business?

Data from problem 4

Think of an example of a service failure that you experienced. It could be any of a variety of examples from retail, food and dining, health care, etc. Analyze and evaluate the situation. What were the causes of the service failure? How could the firm have done a better job?