Yellow and black flags is a system designed for airlines to notice possible service failures and to assign them yellow for caution, possible failure, and black for eminent failure.
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Q17: Putting money and effort into service recovery
Q18: Hospitality organizations should not admit liability for
Q19: Satisfaction with service recovery efforts decreases as
Q20: A service failure is a great opportunity
Q21: An unhappy customer can do any one
Q23: The percentage of dissatisfied customers who complain
Q24: Service failures can be turned into service
Q25: Unhappy customers are _ as likely to
Q26: Research suggests that most of the guests
Q27: If a guest complaint is resolved on
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