This week's chapter (Ch. 9) is all about service recovery. How can companies successfully "recover" customers that they have either lost or are about to lose due to service-related issues?

Please Google "service recovery". Choose one of the short articles (not Wikipedia). Share a link to the article for your fellow students and answer the following questions:

According to the article, what is the goal of implementing a service recovery program at any business?

2. How does the concept of "empowerment" (as was discussed in your text) fit with the concept of service recovery?

3. Connect the article with experiences you have had as a customer. Describe an instance in which service recovery worked successfully for you as a customer.