Kate Recently Learned to Play Golf

question 48

Short Answer

Kate recently learned to play golf. Last week, she decided to try a new golf course. She signed in to play and was given the keys to an electric golf cart without any instructions on how to operate it. After she drove the cart into a lake, she swore never to play golf again. According to Kate, "There was just too many things you had to know before you could become a real golfer". Two months later, the golf course manager called Kate and asked why she had not returned to play another game. Which service recovery strategy is being used in this example?
A. Make the service fail safe
B. Learn from lost customers
C. Treat customers proactively
D. Use procedural fairness
E. Learn from lost customers

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Definitions:

Grading Rubrics

Tools used by educators to assess students' work by providing detailed criteria for evaluation, consisting of various levels of achievement for each criterion.

Teaching Assistants

Individuals, often students themselves, who assist a professor or teacher with instructional responsibilities, such as grading, leading discussion sections, or providing academic support to students.

Empowering

The process of delegating authority and responsibilities to employees, encouraging them to take initiative and make decisions.

Food Science

An interdisciplinary field that applies principles of microbiology, chemistry, and engineering to study food components, their behaviors, and the processes of food production and preservation.