Service Recovery: Are Your Service Apologies at Risk?

NCCU Author/Contributor (non-NCCU co-authors, if there are any, appear on document)
Ed Rehkopf, Donor to Hospitality and Tourism Administration (Creator)
North Carolina Central University (NCCU )
Web Site:

Abstract: Offense and defense are words of opposite meaning, yet often linked together. Their obviousmeaning is demonstrated on the football field. One team attacks an area defended by another,trying to reach the goal. The purpose of the defense is to stop the attack, to defend theirterritory, to protect the goal.

Additional Information

Language: English
Date: 2021
leadership, management, modules, operating, performance, club, club operations, training, customer service, programs, service, services, risk, apologies.

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