We have all experience \u27bad service,\u27 whether it be at the hands of ill-tempered waiting staff or a poorly trained shot manager, and you wouldn\u27t be alone if you had regaled the story to friends and claimed, \u27they\u27ve lost me a a customer forever!\u27 But have you even been won back? And if you were, what was it that persuaded you to return? Some of the latest research from Ms. Heidi Albus and Dr. Heejung Ro at Rosen College for Hospitality Management investigates whether knowledge of a company\u27s corporate social responsibility might have a significant effect on \u27service recovery.\u2
