A customer had a dissatisfying service encounter where the contact person, service organization, and customer failed to create a mutually beneficial experience. The contact person likely lacked training or motivation to help, while the service organization prioritized profits over service. The customer and organization could have communicated better and been more understanding of each other's perspectives to find a mutually agreeable solution.

1. Based on your actual personal experience, describe a specific
service encounter in which you were very dissatisfied.
Using the Service Encounter Triad, describe what you think
were the motivations of each of the three parties in the Triad
(the “Contact Person”, the “Service Organization”, and yourself
as the “Customer”) and explain why these three parties were
unable to create a mutually beneficial service encounter.
What could the service organization , or you, have done
differently to avoid this problem?