We all have “service failure” stories to tell about a firm thatprovided sub-par service to us as consumers. Sometimes thesestories are humorous and other times they are sad. Share a storythat can either be your own or that of a close friend or familymember. In recounting the story line, you should first analyze theincident in terms of the concepts and gaps presented in Chapter 9of our textbook. For example, the restaurant that did not address acustomer’s “cold food” is a service failure. However, was thatservice failure due to insufficient training, inadequate hiringpractices (hiring the wrong people), or an inability of therestaurant to predict and oversee demand? Identify (as close aspossible) the causes of the service failure.
