CN7-1.docx - Course Note 7: Service Recovery 1. As the...

Course Note 7: Service Recovery
1. As the flight attendant listened to the business traveler complain about having
to sit in the plane and wait for two hours before the plane took off, the attendant
sorted through some magazines, got a blanket for another passenger and clearly
ignored the legitimate complaints of the businessperson. This is a problem with
service failure .
2.