Consider a recent retail service experience you have had, such as a haircut, doctors appointment, dinner in
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Consider a recent retail service experience you have had, such as a haircut, doctor’s appointment, dinner in a restaurant, bank transaction, or product repair
(not an exhaustive list), and answer the following questions:
(a) Describe an excellent service delivery experience.
(b) What made this quality experience possible?
(c) Describe a service delivery experience in which you did not receive the performance that you expected.
(d) What were the problems encountered, and how could they have been resolved?
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