The Norwegian Sun had just pulled out of port in Miami in mid-March for a 15-day cruise through the Panama Canal when passengers started noticing problems on board. Notices began going up closing off parts of the massive cruise ship. The sound of grinders and hammers grew louder, and the air was filled with dust from decks being sanded down and resurfaced. "We found that a l t more areas were being cordoned off," complained Charlotte town resident Harley Richardson, who was travelling with three other couples from Prince Edward Island. "And we saw more and more workers wearing respiratory protection equipment working around the ship." Richardson, who has taken several cruise vacations, said what he witnessed went well beyond normal maintenance. He said the work being done was not only irritating - it was downright dangerous to the paying passengers on board, "It did very much concern me that the residue from the grinding and the sanding which was blowing and collecting everywhere was also getting in our lungs," he says. "There's a potential for health hazard there. Some passengers say they had to visit the ship's infirmary for breathing problems, only to be charged by Norwegian Cruise Lines for the visit. Norwegian Sun passenger Charles O'Dale says he was showered with metal shards from grinding above the balcony in his room. Trish Vale said she felt duped after spending tens of thousands of dollars to gather 11 family members, including her 81-year old mother, two sisters and five children, on the cruise. She noticed things were amiss on the second day of the trip when she took the children to a kids pool only to find it closed. From there, she said, things got progressively worse. "It was the noise of the construction, and it was also the smell of the construction and the debris from the construction that also added insult to injury." Midway through the cruise, she said, passengers had grown so angry that a meeting was organized in the observation bar, which quickly became unruly. About 500 people gathered to confront the captain with their complaints and demand compensation. "People started yelling the various things that had happened to them, whether it was the noxious fumes in the hallway, whether it was the dust in people's eyes, whether it was the inconvenience of having various parts of ship closed, or whether it was just the lack of ownership of taking responsibility for the decision that was made to close a lot of the ship," Vale said. The captain eventually stormed out, she said, which added even more to the passengers" anger. "The meeting became even more amplified, because by this point the passengers were really angry that the person they felt would actually be able to do something about all the construction that was happening was gone." With reference to the case above please answer the following questions: 1. Do you believe this case classifies as Service Failure? Detail out your reasons to justify your answer? 2. What do you understand by Service Recovery Paradox. Does the case provide enough evidence to be labelled so? Detail your reasons for your views