Question

Describe service problems you encountered in a recent service experience. Then categorize the service failures that occurred as tangible, reliability, responsiveness, assurance, or empathy. Name some products that have a high degree of quality. Are these products generally associated with successful companies

Answer 1

Answer and Explanation:

Service failures are as follows:

Tangibility: Suppose customer approaches an electronic shop to purchase a television and he was waiting for sales person for a long time also no one is there for helping the customer so the sales person presence is not there that leads to service failure

Reliability: According to the sales person, the customer purchase the television but at the time of usage the television is not working so this leads to service failure

Responsiveness: When the customer complaints about not working of the television so the sales person does not respond this leads to service failure

The products that have high quality involves sony, HTC smart phones and these quality products would be from companies that are successful