Step 1: Read the Millionaire Hotels case study (Ford & Sturman, pp. 483-484) and answer the following questions:
What do you suppose is wrong with Clark?
Who is at fault, if anyone?
What should be done now?
Step 2: Be sure to reply to a least one of your classmate’s posts by clicking “Reply” on their posts
Discussion – Customer Experience Vs. Customer Service Vs. Customer Care
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