service recovery

https://smallbusiness.yahoo.com/advisor/southwest-airlines-recovery-surprise-180056467.html "We hailed a flight attendant, and told her the WiFi was not working. She was pleasant but began explaining basic connection concepts, as she was obviously used to dealing with operator error. After a...

Hi everybody! I am currently a student at L'Ecole Hoteliere de Lausanne, a hospitality school in Switzerland, and am doing a paper on the Impacts of Service Recovery in the Airline Industry. I've put together a survey and would greatly appreciate if you air travel veterans could spend 5 min to...