This assignment is a group case. The case is based on Chapter 7, Service recovery. Please watch the video and respond to the questions. Please ensure that any form of research used is referenced appropriately using the standard APA format This case is worth 50 points. Please ensure your answer is done in detail in order to amass the highest possible points. You may choose to upload the questions and answer as a file (preferable) or write the responses below each question.

1. Give a brief history/overview of KFC as a service business ( 2 points)

2. Discuss the service failures that occurred at KFC and possible reasons for these failures ( 15 points)

3. What are the solutions identified and what additional strategies do you believe could be implemented? ( 15 points)

4. What impact do you believe the customer complaints on social media such as fb and twitter had on the business? and suggest ways how KFC could reduce/mitigate any negative impact ( 15 points)

5. Identify at least 3 service guarantees that KFC could implement as a part of its service recovery strategy ( 3 points)

Name of the video >> Services Marketing - Service Recovery and Failure (KFC case study)