Services that do not meet customer expectations are called: A. service failures B. critical incidents C. Servuction failures D. service recovery
Solution: Services that do not meet customer expectations are called service failures. A service failure, simply defined, is service performance that fails to meet a customer s expectations. Typically, when a service failure occurs, a customer will expect to be compensated for the inconvenience in the form of any combination of refunds, credits, discounts or apologies.
