The purpose of this discussion is to show service examples of how one company did it wrong but also demonstrate how another got it right.
Topic 1: Service Quality
Recall the last time you had an unsatisfactory encounter with a service provider. Given the dimensions of service quality, exactly where were the negative gaps between expectations and the actual service? Next, contrast the unsatisfactory experience with a positive one.

Unit 9 Discussion Topic 2Discussion TopicTopic 2: Technology service for your business
What would happen if you had a small tablet start-up business and you only had one person on call for service issues? How could you turn a negative product launch into a positive experience using social media? Any ideas?