In the situation where a service was not performed up to a customer's expectations, the customer will examine _____ in determining the cause, or attribution, for the poor service.

Question

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In the situation where a service was not performed up to a customer's expectations, in determining the cause, or attribution, for the poor service customers will examine if the cause of the service problem was within the control of the service firm or if the firm could have prevented the service problem.

In the Situation Where a Service Was Not Performed Up