Discussion (250 words)

I don’t know how to handle this Management question and need guidance.

The following videos are to help us understand service recovery. These are short and entertaining, but as you watch, I want each of you to share a failure and recovery experience that you have had (hopefully in the hospitality area). Disclaimer: There may be some foul language in some of these clips. We have shared positive encounters and negative encounters, but we want to discuss the companies that made it right (or failed to recover well).



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