1 Recall a service failure during a guest experience of your own a Describe the failure and your reaction to it b Describe the organization s response to the failure Did your reaction to the failure seem to affect the organizational response c As a result of what happened, how do you feel about this organization now d If you were not completely satisfied, what could the organization have done to satisfy you and perhaps cause you to be even more loyal to the organization than before

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Question: 1 . Recall a service failure during a guest experience of your own. a . Describe the failure and your reaction to it . b

1 .

Recall a service failure during a guest experience of your own.

.

Describe the failure and your reaction to it

.

.

Describe the organization

s response to the failure. Did your reaction to the failure seem to affect the organizational response?

.

As a result of what happened, how do you feel about this organization now?

.

If you were not completely satisfied, what could the organization have done to satisfy you and perhaps cause you to be even more loyal to the organization than before?

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