Theory Exercise & Participation M5 PRQ

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Winning Back Lost Customers Is a Costly Challenge – Discussion Assignment 7.2
Read discussion assignment 7.2 in your Quality Management textbook located on page 105 and answer the following question:
1. If the Tylenol incident were to happen today and you were a user of Tylenol, would Johnson & Johnson be able to win back your trust?
2. What would it take for Johnson & Johnson to win back your trust if one of the victims was a friend of yours?

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