2. Interview five people about their service recovery experiences. What happened, and what did they expect the
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2. Interview five people about their service recovery experiences. What happened, and what did they expect the firm to do? Were they treated fairly based on the definition of recovery fairness presented in the chapter? Will they return to the company in the future?
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Related Book For 
Services Marketing Integrating Customer Focus Across The Firm
ISBN: 9780078112102
7th Edition
Authors: Valarie A. Zeithaml, Mary Jo Bitner, Dwayne Gremler
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