Reflect on a service failure that you have experienced that was ‘recovered’ by the organisation in an effort to gain back your confidence with their services.

SERVICES MARKETING   Question 1 (Compulsory) ‘Rent an outfit’ is considered a relatively new service that might be prone to multiple pre-purchase risks perceived by customers. Identify at least four types of risk that customers might be concerned about (at the pre-purchase stage of the buying process), provide one example for each risk identified, and […]

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