Customer Communication

As a service manager, in a perfect world, 100% of customers would proactively communicate with service firms when there were instances of failure or dissatisfaction. Once the service manager was aware of the customer dissatisfaction, the service manager would take steps to resolve the customer concerns, and the customer would be once again satisfied with the service experience. Do customers proactively communicate instances of service failure and dissatisfaction to their service provider? Why or why not? When a service failure occurs, what are the key steps a service manager should include in their service recovery? Write an essay answering these two questions. STRUCTURE: Intro, main body (1st question, main body second paragraph (2nd question), conclusion, and references. At least direct quote in apa format. Use at least 3 different sources: government reports, industry reports, reputable media sources, journal articles, textbooks. A table must be used within the essay to compare and contrast information for the reader. The information can be textual (displaying words), or quantitative (displaying numbers), or both. The table must be presented in APA format