Raul took his dog Buffy to dog training school to stop Buffy from barking. As soon as the dog returned home, she started her same pattern of barking. Raul was highly critical of the trainers for not teaching Buffy not to bark even though he had not continued the reinforcement technique he was supposed to use to encourage Buffy's good behavior. Raul customer satisfaction was adversely affected by:

Question

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Raul's dissatisfaction was caused by his attribution for service failure - he blamed the trainers for not teaching Buffy not to bark, even though he did not continue to reinforce the behavior at home. This suggests that Raul did not recognize his own role in the success of Buffy's training and instead placed all the responsibility on the trainers.

Raul Took His Dog Buffy to Dog Training School to Stop