Consider the five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy.
Identify a recent service encounter you have experienced as a customer (either B2C or B2B) that you would classify as a generally bad experience. In what ways specifically did each of the five service quality dimensions contribute to your perceptions of poor service? Be as specific with your examples as you can. What could the service provider have done to improve each of the relevant dimensions and thus improve your experience?