Reference no: EM13783939

Discussion Question: Based on your actual personal experience, describe a specific service encounter in which you were very dissatisfied. Using the Service Encounter Triad, describe what you think were the motivations of each of the three parties in the Triad (the "Contact Person", the "Service Organization", and yourself as the "Customer") and explain why these three parties were unable to create a mutually beneficial service encounter. What could the service organization have done differently to avoid this problem? Instructions: Refer to the " Service Encounter Triad" and the subsequent discussion in the text. Text: Fitzsimmons, James A., Fitzsimmons, Mona J., and Sanjeev Bordoloi, Service Management: Operations, Strategy, Information Technology, 8th Ed., Irwin/McGraw-Hill, 2014. ISBN 978-0-07-802407-8.