Describe service problems that you encountered in a recent service experience. Then categorize the service failures that occurred as tangible, reliability, responsiveness, assurance, or empathy.
Name some products/services that in your opinion have relatively poor (or high) degree of quality. Discuss if these products are generally associated with poorly managed (or successful) companies?
Suggest ways that management can recognize the existence of fear in an organization. What strategies might managers use to deal with and eliminate fear?
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