RGMT week 5 discussion

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Week 5: Behavior, Service Breakdowns and Recovery

Watch  the following supplemental video “Recovering From Service Failure.”

After reading “Are We Satisfied with Incompetent Services?”, in the lessons area.

Answer the following questions:

1. What is your opinion of the article and how does it relate to this week’s lesson content?  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? 

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