Question 1: Describe your 3-stage-consumer decision-making and consumption process that led you to select the service provider you experienced the service failure with.
Question 2: Identify and explain the types of complaints made by you, your 3-pronged approach to complaining, the cause of the failure and failure attribution.
Question 3: Discuss the gaps that seem to have led to the failure. What could the service provider have done to narrow these gaps? Explain the solutions logically and corroborate them through research.