Few things can hurt a brand's word-of-mouth like a rude hotel desk clerk, a high-pressure stockbroker or a perpetually late airline with unsympathetic flight attendants.

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Would you rather check in at your hotel at a kiosk, or with a front desk clerk?

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Setting off with empty stomachs, my boyfriend and I asked the front desk at our hotel for directions, but the clerk raised her eyebrows in alarm.

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Their marriage was thrust into the spotlight when the desk clerk at a Vail-area resort hotel told police that Kobe Bryant had sexually assaulted her in 2003.

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