When DeWayne Complained Out Loud That the Hotel Restaurant Did

question 16

Multiple Choice

When DeWayne complained out loud that the hotel restaurant did not serve breakfast late enough in the morning, a hotel worker overheard him and went to the kitchen. When the hotel worker returned, he presented DeWayne with a plate of sweet rolls, a cup of coffee and the hotel's apology for having to close down the breakfast service early. 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) Act quickly

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Definitions:

Representative Sample

A subset of a population that accurately reflects the members of the entire population.

Stratified Sample

A sampling method that divides the population into subgroups and selects samples from each, ensuring representation.

Cross-sectional Sample

A sample that is taken at one specific point in time from a population to study its characteristics.

Closed Questions

Inquiries that have a predetermined set of potential responses.