The romantic mountain getaway seemed like the perfect gift for holidays. The pictures in the brochure showed couples enjoying the amenities in their cabins. When the couple arrived, they unfortunately 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.

Servicescape

Explanation:

Servicescape -

It refers to type model which focus on the environment or the impact of the specific goods and services , is referred to as a servicescape .

A servicescape is designed by the company or firm in order to explain the people or the consumers about the goods and services they offer .

Hence , from the given scenario of the question ,

The couple was very happy to see the good and perfect services the offered by the hotel , but in reality it was not what was mentioned in the servicescape .

well 1 they have there leader that controls them