When Randy Ross Arrived at the Airport Enterprise Rent-A-Car to Pick

question 19

Multiple Choice

When Randy Ross arrived at the airport Enterprise Rent-A-Car to pick up a reserved SUV, he was told the agency had no such car on the lot and that it had no record of him making a reservation. The rental agency's customer service representative Gene Lowery apologized profusely and called other agencies until he located an SUV at an agency several miles away. Lowery personally drove him to the other agency, knocked 20 percent off the rental fee, handed Ross $2 to pay a toll that he would now have to pay to get to his destination and gave him a free tank of gas. Ross's experience at Enterprise is an example of which type of service encounter incident?

• A) Recovery
• B) Adaptability
• C) Spontaneity
• D) Functionality
• E) Coping

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Definitions:

Misogyny

Prejudice or hate against women.

Queer Theory

An area of critical theory that emerged in the early 1990s, exploring the contestation of the categorization of gender and sexuality, questioning the normativity of heterosexuality.

Gender-Neutral

Pertaining to concepts, language, or designs that do not distinguish roles according to people's sex or gender, aiming for inclusivity and equality.

Cognitive Development Theory

A child development theory that views growth as the mastery of specific ways of perceiving, thinking, and doing that occurs at discrete stages.