The Empowerment of Employees Makes Which of the Following Service

question 16

Multiple Choice

The empowerment of employees makes which of the following service recovery strategies easier to implement?

• A) Make the service fail safe
• B) Learn from lost customers
• C) Treat customers fairly
• D) Encourage and track complaints
• E) Respond quickly

---

Definitions:

Investigator

A person who carries out a systematic inquiry or study to discover facts or information.

Illusory Correlation

is the perception of a relationship between two variables even when no such relationship exists.

Premonition

A strong feeling that something is about to happen, especially something unpleasant.

Random Assignment

Assigning participants to experimental and control groups by chance, thus minimizing preexisting differences between those assigned to the different groups.