Abstract
ABSTRACTA family arrives for a vacation at a two-bedroom condo in Killington, Vermont, USA. The condo is managed by the owner and resort. This situation requires a direct line of communication between the owner and resort staff to ensure that tasks are completed to the highest standard. The family arrives to a filthy condo and a broken water heater. What do the owner and resort do to fix the service failure? Month of Stay: January 2016.
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