Service! Read through the discussion on service characteristics,service gaps and service recovery/failure in Chapter 13, thenanswer the following questions: Which of the four characteristicsdifferentiating services from product do you think leads to themost service failures and why? Please be sure to briefly explainthe characteristic that you select. You’ve heard the saying “thecustomer is always right.” Do you think that’s true? Why or whynot? Provide a specific situation you (as a customer) have faced aservice failure: What were your expectations going into the servicesituation… and how did the service provider fail to meet yourexpectations? Was the service failure a result of serviceheterogeneity/variability or was it a result of the employee notbeing empowered to properly assist you – please explain.
