By Noting That a Number of Customers Had Complained About

question 7

Multiple Choice

By noting that a number of customers had complained about late bus arrivals at one particular stop, the bus line rerouted the bus away from a heavy traffic area. By increasing its miles traveled slightly, the bus was able to improve its arrival time substantially at the stop where it had formerly been perpetually late. Which service recovery strategy did the bus line use?

• A) Make the service fail safe
• B) Learn from recovery experiences
• C) Treat customers fairly
• D) Encourage and track complaints
• E) Act quickly

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Definitions:

News Media

Outlets and platforms that distribute news and information to the public, including newspapers, television, radio, and digital sources.

Conservative Commentators

Media personalities who typically espouse and promote conservative viewpoints, often influencing public opinion through various platforms.

First Wave

Refers to the initial phase of a movement or phenomenon, such as the first wave of feminism focusing on legal inequalities.

Feminist Activists

Individuals who work actively for women's rights and gender equality, addressing issues like sexism, reproductive rights, and violence against women.