Part 1 Dissatisfying Service incident 2 * Circumstances Leading to the Incident 2 * What Occurred During the Incident 2 * What made the Incident dissatisfying 3 * What could or should have been done differently 3

Part 2 Critical Incident Analysis 4

* The customer gap 4 * Type of encounters that occurred 4 * Source of displeasure/pleasure 4 * Dimensions of the servqual scale 5 * Reliability 5 * Responsiveness 5 * Assurance 5 * Empathy 6
Provider gap 1 The listening gap 6 * Inadequate service recovery 6
Provider gap 2 Service designs & standard gap 6 * Poor service design 6
Provider gap 4 The communication gap 7 * Ineffective management of customer expectations 7 * Inappropriate pricing 7

Part 3 Recommendations to the service provider 8 * Recommendation for Provider gap 1 8 * Recommendation for Provider gap 2 9 * Recommendation for Provider gap 4 9 * Conclusion 10

References 11

Critical Incident Report

Part 1. Critical Incident Description:
Service incident description * Name of firm/Organisation: EBay * Type of service: E-commerce * Date and time: 2/4/12, approximately 15.30

Circumstances Leading to the Incident
I started selling products on EBay store and it was really successful, so I decided to start a second store to sell electronic products. I registered a new account on EBay, to activate the account I had to confirm my details through a telephone notification system that gave me the activation code for the account. After many attempts to activate the code I had not received a call from EBay, so I thought that there was an error with my account. I tried to call EBay customer support service in Australia however I