Discuss the unique characteristics of service

Reference no: EM133202599

Assignment - Business and Technical College Fraud in Repair Shops Discussion Questions

1. Watch "20/20 Undercover Investigation on Repair Shop Fraud and Dishonesty" video.

2. Discuss the unique characteristics of service in relations to last two scenarios (Firestone repair shop and Monty's).

3. Why did the service provided by Firestone and Monty's fail? Explain using the Gap Model of Service Quality.

4. How does service failure incidence affect relationships of the firm with existing and potential customers?

5. What can service companies like Firestone with multiple units do to ensure service quality and customer satisfaction at all of its locations?

Reference no: EM133202599

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