While Responding to Service Recovery, If Consumers Expect a Rational

question 81

True/False

While responding to service recovery, if consumers expect a rational response based on costs and benefits, the business should offer a discount or some other benefit to restore some level of satisfaction.

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Definitions:

Organizational Strategy

The comprehensive plan developed by an organization to achieve its long-term goals and success.

Performance Evaluation

The systematic process of assessing and rating an employee's work performance and productivity over a certain period.

Results-Based Methods

Evaluation techniques focused on outcomes or achievements rather than the process, used to ascertain the effectiveness of a program or project.

Management by Objectives

A strategic management model that aims to improve the performance of an organization by clearly defining objectives that are agreed to by both management and employees.