Customers cause many service failures, and many firms find managing these more difficult than managing their own failures.

Question

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Customers can be unpredictable and often have high expectations, which can lead to service failures that are outside of the firm's control. Managing these types of failures can be challenging, as firms must balance the needs of the customer with the realities of the situation. In contrast, managing their own failures may be more straightforward, as firms have more control over their own processes and can make changes to improve their performance.

Customers Cause Many Service Failures, and Many Firms Find Managing