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:

Second-Price Auction

A bidding process where the highest bidder wins but pays the second-highest bid price.

Vickrey Auction

A sealed-bid auction where the highest bidder wins but pays the second-highest bid price.

Sealed Bid

A method of auction where all bids are submitted confidentially, with the highest bidder winning.

Bid-Rigging Cartel

A secretive agreement between competitors to fix bidding processes to ensure a predetermined outcome.