The customer may always be right, but research has shown that their memory can sometimes fail them when recollecting service experiences. Fortunately, there may be a solution in the form of “sticktion.” Kathryn A. LaTour and Lewis P. Carbone discuss the use of this technique in their article from the November issue of Cornell Hospitality Quarterly entitled “Sticktion: Assessing Memory for the Customer Experience.” The authors also had a chance to sit down and talk about their findings in the video below:[youtube https://www.youtube.com/watch?v=qaYj8uWGlR0]
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