numerous comments

chapter 11 questions & answers

1. Search one of the many websites(Yelp!,Trip Advice,Open Table,etc) that contain customer reviews and ratings.Pick a particular service that has numerous comments.

2.Select and describe a service failure or recovery account from a customer on the Web site.

3.Did the service organization reply regarding the incident?

4.What impact could such negative publicity have on the organization?

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"Not answered?"