Eric booked a hotel through hotels.com. However, when he arrived at the hotel, they had no record of his reservation, and he was unable to get a room. He decided then that he would never use this service again. Which reason for changing providers does this represent?
A) core service failure
B) service encounter failure
C) pricing
D) attraction by competitors
E) ethical problems

Question

Quizplus · Accepted Answer

Core service failures include mistakes, billing errors, and service catastrophes that harm the customer.

Eric Booked a Hotel Through Hotels