The romantic mountain getaway seemed like the perfect Valent…

The romantic mountain getaway seemed like the perfect Valentine’s Day gift. The pictures in the brochure showed couples enjoying the amenities in their cabins. When the couple arrived, they found a cold, uninviting cabin with a shortage of creature comforts–no down-filled blankets, no wood for the fireplace, paper plates and cups and a broken chair. In this service example, the ________ was not what the customers expected.