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L27R4. Christopher W.L. Hart et al, "The Profitable Art of Service Recovery", Harvard Business Review, July-August 1990

Fri, 07/10/2009 - 23:29 — admin

Guide Questions:

  • What is service recovery and why is it important?
  • What should companies do in order to have the capability to recover from failure?
  • How does service recovery relate to service evaluation?
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