Service! Read through the discussion on service characteristics, service gaps and service recovery/failure in Chapter 13,...

Service! Read through the discussion on service characteristics, service gaps and service recovery/failure in Chapter 13, then answer the following questions: Which of the four characteristics differentiating services from product do you think leads to the most service failures and why? Please be sure to briefly explain the characteristic that you select. You’ve heard the saying “the customer is always right.” Do you think that’s true? Why or why not? Provide a specific situation you (as a customer) have faced a service failure: What were your expectations going into the service situation… and how did the service provider fail to meet your expectations? Was the service failure a result of service heterogeneity/variability or was it a result of the employee not being empowered to properly assist you – please explain.

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