QUESTION2 2. It is evident from the case study that Mr White experienced several types of service failures at the Big retailer. 2.1 Give a definition of the term, Service failure and give a relevant example from the case study to show your understanding of this concept. (2) 2.2 You could say that Mr White's complaint is more of a reflexive one rather than an ostensive one. Do you agree with this statement? Motivate your answer. (3) 2.3 There were several service actions and dimensions during Mr White's encounter at the Big Store. Sketch a diagram that illustrates those encounters. Your answer should: Describe any TWO of the elements in the diagram (2) cite examples (2) from the case study to indicate and evaluate how those encounters (4) occurred. 2.4 Mr White did not just accept the service failure at the big retailer as just a minor inconvenience and not worth complaining about. . Describe the type of response (1) he had and the kind action (recourse) (1) that he took after this service failure and Cite examples that relate to the response (1) and action (1) identified above from the case study. 2.5 Mr White's reaction to the kind of treatment received at the Big Store indicates that heis not an irate complainer, but a voicer. Do you agree with this statement? Substantiate further by - distinguishing between these TWO types of complainers, (2) indicating the type of actions that he took which are best suited to each type of complainer. (2) (4) 2.5 Organisations can take a number of actions in order to manage service failures and service recovery. Critically evaluate that measures that the Big retailer has put in place for dealing with customer complaints. This should be supported by theoretical concepts and relevant text from the case study. (3) [20]