The Systematic-Response Approach to Service Recovery Uses a Protocol to Handle

question 32

True/False

The systematic-response approach to service recovery uses a protocol to handle customer complaints.

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Definitions:

Anticipation And Preparation

The processes of looking forward to potential events and making ready or preparing for them.

Potential Crises

Refers to situations or events that have the capacity to lead to an emergency or a critical condition, requiring immediate attention to prevent or mitigate disaster.

Unforeseeable

Impossible to predict or anticipate due to lack of information or inherent unpredictability.

Satisficing

A decision-making strategy that aims for a satisfactory or adequate result, rather than the optimal solution, due to limitations in time, resources, or information.