Retailing Management 8th Edition by Michael Levy,Barton Weitz

Exercise 7

Consider a recent retail service experience, you have had, such as a haircut, doctor's appointment, dinner in a restaurant, bank transaction or product repair (not an exhaustive list), and answer the questions below: a) Describe an excellent service delivery experience.
b) What made this quality experience possible
c) Describe a service delivery experience in which you did not receive the performance that you expected.
d) What were the problems encountered and how could they have been resolved