L L Bean, the Catalog Retailer, Promises Its Customers, "100 Percent

question 60

Multiple Choice

L. L. Bean, the catalog retailer, promises its customers, "100 percent satisfaction in every way, forever". Which service recovery strategy does L. L. Bean use?

• A) Make the service fail safe
• B) Learn from lost customers
• C) Treat customers reactively
• D) Implement the service paradox
• E) Use procedural fairness

---

Definitions:

Car Origin

The country or place where a car was manufactured or first introduced.

Driver

In the context of software, a driver is a specific type of software component that allows the operating system and a device to communicate with each other.

Conditional Distributions

A statistical term describing the distribution of a variable given that a certain condition is met.

University

A university is an institution of higher education and research which awards academic degrees in various disciplines.