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:

Test and Corporation Acts

Were British laws enacted in the 17th and 18th centuries requiring individuals to conform to the Church of England to hold public office, repealed in 1828.

Public Office

Positions of authority or service in the government that are usually filled through election or appointment.

Anglican Church

A Christian denomination originating in England, established by Henry VIII's separation from the Roman Catholic Church.

Subjection of Women

The condition or process of women being placed under the authority, control, or dominance of men or patriarchal systems, often leading to inequality and discrimination.