self reflection (1000 words)

You will elaborate on the worst service encountered in the semester. Based on lectures, text reading and class discussion, you will analyze: What was the source of dissatisfaction? Can you categorize the encounter according to the four common themes: recovery, adaptability, spontaneity, and coping? What did the employee do to make this such a bad encounter? What were your expectations? What should the employee have done? Using the GAPS model of service quality, can you identify likely gap(s) that may have caused this service failure?