A Man Who Became Intoxicated on a Flight Started Speaking

question 57

Multiple Choice

A man who became intoxicated on a flight started speaking loudly,annoying the other passengers.The flight attendant asked the passenger if he would be driving when the plane landed and offered him coffee.He accepted the coffee and became quieter and friendlier.This is an example of which type of service encounter incident?

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

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Definitions:

Business

An organization or enterprising entity engaged in commercial, industrial, or professional activities.

Unconsummated Transaction

A business deal or trade that has been negotiated but not finalized or completed.

Tax

A compulsory financial charge or some other type of levy imposed upon a taxpayer by a governmental organization in order to fund government spending and various public expenditures.

Capitalism

An economic system characterized by private ownership of the means of production, competition, and the pursuit of profit.