Find an example in the media of a service failure. Not your own personal story of a service failure, but a published story that you can reference. Identify and describe the service failure. Using the key steps you identified earlier in your paper, analyze how the service provider did in their service recovery efforts. What did they do well? What didn’t they do well? Applying what you have identified as the key steps to service recovery, provide a recommendation for what they could have done differently in the service recovery.
Note: I will require 3 different types of sources for this submission. This is an extensions to my draft paper which is included. In addition to this, I will need a paragraph to add to my draft paper about customers who DO complain about service recovery (I argued that customers do not complain about service recovery).
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