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CHAPTER THIRTEEN Service Recovery
L EARNING  O BJECTIVES ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object]
[object Object]
SERVICE BREAKDOWNS ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
C AUSES  O F  B REAKDOWNS (Organizational Factors) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
C AUSES  O F  B REAKDOWNS (Employee Factors) ,[object Object],[object Object],[object Object],[object Object]
C AUSES  O F  B REAKDOWNS (Customer Factors) ,[object Object],[object Object]
R EASONS  F OR  D EFECTION ,[object Object],[object Object],[object Object],[object Object],[object Object]
P REVENTION  S TRATEGIES ,[object Object],[object Object],[object Object],[object Object],[object Object]
I MPLEMENTING  R ECOVERY ,[object Object],[object Object],[object Object],[object Object],[object Object]
R OADBLOCKS  T O  S ERVICE  R ECOVERY ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

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