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