Determine the five dimensions of service quality: reliability, tangibles, responsiveness, empathy and assurance.
Find out a recent service encounter you have experienced as a customer (either B2B or B2C) that you would classify as a generally bad experience. Discuss in what ways specifically di each of the 5 service quality dimensions contributes to your perceptions of poor service? Be as specific with your examples as you can. Explain what could the service provider have done to progress each of the relevant dimensions and thus improve your experience?