Academic Research on Service Consumption

This survey is to understand your thoughts towards any service failure experiences you have had, as well as thoughts towards mind in daily lives, for an academic comparative study about Japan and India (please genuinely fill it this study is for non-profit academic purposes). Service failure here means any unpleasant experience caused by its service providers, not by the other customers. It is completely anonymous and all the data will be aggregated so that no personal information is identified or disclosed.

Please confirm your gender

Please remember about the most recent specific bad service experience caused by service failure. Service failure here means any unpleasant experience caused by its service providers, not by the other customers.

Examples of such experiences include: Long Waiting Time / Improper Correspondence (imprecise handling of the problem) / impolite/rude manner (Lack of attention, service provider treats in an unfriendly, non-caring or impatient manner) / Poor Quality of Service / Poor Quality of Goods or Foods/drinks (Flawed goods. defective, malfunctioning, or inferior product) / Money related failure / Delay in fixing a problem / Unequal correspondence (other customer get better service etc.) and so on.

Such bad service experience can range in severity, from minor to major.

Based on your recollection of the service failure you experienced, please answer the following questions.

If you recall multiple bad service experience, please refer to the latest single occasion.