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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?
13 years ago
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