Beth Is a Customer Service Representative for an Online Clothing

question 46

Multiple Choice

Beth is a customer service representative for an online clothing store. When she got a phone call yesterday from a customer who received a pink shirt instead of the blue one she ordered, Beth told the customer she would mail the blue shirt out immediately and the customer would not have to pay for either shirt. What process is Beth using?

• A)instrumental support
• B)economy of scale
• C)the knowledge gap
• D)heterogeneity
• E)service recovery

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Definitions:

Demand

The capacity of consumers to purchase a good or service, considering their willingness and financial ability, at diverse prices over an established period.

Economic Inefficiencies

Circumstances where resources are not optimally allocated, leading to waste or losses in potential value within an economy.

Product Variety

The assortment of different goods or services offered by a firm or market to cater to diverse consumer preferences.

Monopolistically Competitive

A marketplace configuration in which a wide variety of firms supply products that are analogous but not identical, thereby granting them a modicum of market influence.