SHu QSO690 case 6 discussion

Watch the video clips included in the Module Overview. Write your impressions of the videos. What main points did you take away from the videos? Which video did you like the most and why?

Q-2

Describe service problems you encountered in a recent service experience. Categorize the service failures that occurred as facilitating goods, tangibles, reliability, responsiveness, assurance, or empathy.

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