Steve, a baseball fan who regularly goes to games right afte…
Steve, a baseball fan who regularly goes to games right after work, is thirsty and hungry by the time he gets to the ballpark. He hopes and desires that the food and drink vendors will visit his section of the stands frequently. Another fan, Bart, who regularly has dinner elsewhere before he attends games, has a lower level of desired service from the food and drink vendors at the ballpark. In this example, Steve and Bart have different ________ that shape their desired level of service.
Read DetailsThe romantic mountain getaway seemed like the perfect Valent…
The romantic mountain getaway seemed like the perfect Valentine’s Day gift. The pictures in the brochure showed couples enjoying the amenities in their cabins. When the couple arrived, they found a cold, uninviting cabin with a shortage of creature comforts–no down-filled blankets, no wood for the fireplace, paper plates and cups and a broken chair. In this service example, the ________ was not what the customers expected.
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