service recovery

  1. Glenn Quagmire

    Customer Service

    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...
  2. Oasc

    Airline Service Recovery

    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...
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