Think about your own recent encounters with service providers such as restaurants, banks, theaters, or car repair facilities.Describe a service experience that met or exceeded your expectations, and t

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  1. Think about your own recent encounters with service providers such as restaurants, banks, theaters, or car repair facilities.
  2. Describe a service experience that met or exceeded your expectations, and then describe another that left you dissatisfied.
  3. What characteristics stood out in each case? How could the service provider that disappointed you improve its service?