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Episode 96 - Stop Calling it Operational Resilience with Terry Downing

The Resilient Journey

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Exploring the Nuances of Harm and Intolerable Harm in Consumer Services

The chapter discusses the difference between harm and intolerable harm in consumer services, focusing on the significant distress experienced by consumers in cases of intolerable harm. It highlights the importance of understanding vulnerable consumers' impact tolerance and service delivery nuances.

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