5.6 Evaluate a service interaction

5.6 Evaluate a service interaction

In preparation for the next lessons on service failure, think of a time when you had a particularly dissatisfying interaction with a service provider. Consider the following questions and share your thoughts in the discussion.

1. When did the incident happen? 2. What specific circumstances led up to this situation? 3. Exactly what did the employee (or firm) say or do? 4. What was done that made you feel the interaction was satisfying or (or dissatisfying)? 5. What could or should have been done differently?

Course task reproduced as context. The response below is Fiona’s independent academic work. KEATS source ↗ (university access required).