"In many situations involving service recovery - the problem itself became the catalyst for the creation of even greater trust as the companies took the issues head-on and worked through the difficult problem in a way that restored confidence."

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The catalyst that converts any physical location - any environment if you will - into a place, is the process of experiencing deeply. A place is a piece of the whole environment that has been claimed by feelings. Viewed simply as a life-support system, the earth is an environment. Viewed as a resource that sustains our humanity, the earth is a collection of places.

— Alan Gussow