Behavior, Service Breakdowns and Recovery
Watch the following supplemental video "Recovering From Service Failure." https://www.youtube.com/watch?v=9H_NBsqHPMs&feature=youtu.be
Read the attached article: "Are We Satisfied with Incompetent Services?"
https://edge.apus.edu/access/content/group/management-common/Retail%20Management/RTMG200/Articles%20additional%20readings/Are%20We%20Satisfied%20With%20Incompetent%20Services%20-%20Service%20Recovery.pdf
Answer the following questions:
1. What is your opinion of the article? Does it correlate with Chapter 7 of Lucas? Explain your answer.
2. Give an example of a service breakdown you experienced. Describe the incident. Explain the recovery method of the company. Are you still a customer of the company? Why or why not?
Minimum of 300 words in APA format.