SCENARIO: AN AIRLINE PASSENGERS NIGHTMARE Jeremy arrived at the airport one Friday afternoon to board a flight from Antigua to Tortola. He had carefully planned for all eventualities before departure: traffic to the airport, time needed for parking, check$-$in$,$ and the predictable distant gate for the small airplane on which he would be flying. What he didnt expect and could not plan for were the following events. Jeremy and the other fifteen passengers waiting for the small turboprop plane were told their departure would be postponed for twenty to thirty minutes while mechanical difficulties with the aircraft were corrected. Jeremy and the others accepted the delay with little protest for safety reasons, but things began to deteriorate. The twenty to thirty minutes stretched into an hour, with no further word about the postponed departure time. Two other planes belonging to the airline landed and departed, each carrying only three or four passengers. Interesting! The gate agent could provide no information or assurances about when exactly the flight would be ready. As another hour passed, passengers inquired if they had time to make the hike some distance to the nearest telephone, food outlet or restroom. The agent said yes but warned them not to be gone too long, because when the plane was ready, it would take off immediately. Jeremy and the others were now hungry, but the threat of a quick departure kept them shackled to the gate area. After the three and a half hours with no concrete information about the flight status, passengers shed civility and began to aggressively search for answers. What in damnation is going on$?$ Will this flight ever get off the ground? Why are all those other planes leaving with no one on board, while weve been sentenced to passenger hell? Who is in charge of this backwater operation? The passengers became relentless in their verbal abuse of the gate agent, who represented the only potential source of resolution to their frustrating situation. It was really getting ugly. Nearly five hours after the scheduled departure time, a representative from the airlines came to rescue the agent from her precarious situation. Armed with five dollar vouchers for food anywhere in the airport, he successfully dispersed the angry pack, apparently, their hunger superseded their contempt, but only barely. Only one food server in the airport was still open, and it too, was closing by the time the passengers arrived. To make matters worse, the airlines food voucher scarcely covered the cost of a hot dog at exorbitant airport prices. When the herd of still angry passengers returned to the gate, they were told that their flight would be leaving within the hour, as soon as a replacement aircraft had arrived. This was without any explanation as to why it had taken so long for the airline to locate another aircraft.When the plane arrived and duly took off, the weary passengers were too grateful to be airborne to recognize that the airline had not even extended an apology for the unconscionable delay. Finally, more than seven hours late, the aircraft touched down at its destination. Unfortunately, Jeremys bags hadnt made the trip$-$ but thats another story.Adapted from Source: Interactive Services Marketing by Fisk et al$.1.$ i$.$Describe FOUR $(4)$ types of Service Failures. $(8$ marks$)$ii$.$ Identify the Type$($s$)$ of Service Failure that occurred in the scenario.$(1$ marks$)2.$ Explain THREE $(3)$ Recovery Strategies that would be appropriate based on the service failures encountered in the scenario. $(9$ marks$)3.$ Explain the factors that consumers consider when evaluating the Service Recovery Process. $(7$ marks$)($Total $25$ marks$)$