Bruce Was Driving to Work Yesterday When He Was Nearly

question 10

Multiple Choice

Bruce was driving to work yesterday when he was nearly run off the road by a speeding furniture delivery truck.On the back of the truck was a phone number to call if you believed the driver was not handling the truck safely.Rather than deciding to never buy furniture from this furniture company,Bruce called the company and complained about the truck driver.The person who took his call thanked Bruce for his concern,apologized for the driver and promised to reprimand him.Which service recovery strategy was the furniture store using?

• A) Make the service fail safe
• B) Learn from lost customers
• C) Use procedural fairness
• D) Encourage and track complaints
• E) Treat customers proactively

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Definitions:

Herzberg's

Refers to Herzberg's Two-Factor Theory, which postulates that certain factors cause job satisfaction while others cause dissatisfaction.

Job Context

Job context describes the working environment and conditions under which a job is performed, including factors such as tasks, responsibilities, and social and physical surroundings.

Job Satisfaction

The level of contentment or happiness an employee experiences with their job, including aspects such as work environment, roles, and relationships.

Frustration-Regression

A psychological phenomenon where individuals facing obstacles or frustration regress to earlier behaviors to cope.