What are your name, gender and age?
Have you ever experienced service performance that fails to
meet your expectations? What and where was it?
What did you do to let the company to know the service failure?
Did the company take immediate step to recover
Service Failure and Recovery: A Diminutive
Prepared for: Prof. Dr. Rhonda Mack
by: Gkhan Tosun, FH-Worms Erasmus Student
30 April, 2013
The purpose of this report is to analyse service failure and service recovery. Specific ob