Question: 1- please tell the class when you have received GOOD OR BAD (you choose) Customer Service ALONG four of the five dimensions of perceived service

1- please tell the class when you have received GOOD OR BAD (you choose) Customer Service ALONG four of the five dimensions of perceived service quality. Each CAN be a different service obviously.

- Reliability

- Assurance

- Empathy

- Responsiveness

2- the chapter talks about service recovery, what is a time when a retailer made a mistake with you but then somehow made amends with you. Describe the scenario and the resulting loyalty (or lack there of).

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