TOEFL Listening: TPO-TOEFL听力TPO - SAKV0_511D05X2MKR$

What point does the professor make when she mentions a fast-food restaurant? A. Service failures should be analyzed from the service provider's perspective. B. A customer's reaction to a service failure can vary under different circumstances. C. It is important for service managers to identify the source of a service failure. D. Some service industries are more vulnerable than others to service failures.