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The focus of Chapter 7 is service recovery (services marketing byzeithmal, bitner, gremler) . Assume for a moment that you were asked to offer a

The focus of Chapter 7 is service recovery ("services marketing" byzeithmal, bitner, gremler) . Assume for a moment that you were asked to offer a mini seminar on service recovery to the employees and managers at a service organization. What would you tell them?

Please gather key points and areas that you feel would be important for an organization to know. If it would help, you are welcome to use a certain type of business as a frame of reference for any examples provided (e.g. a restaurant, or even your own workplace). However, you are not obligated to do so.

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