One of the Reasons Service Failures Need to Be Addressed

question 109

Multiple Choice

One of the reasons service failures need to be addressed quickly is to

• A)minimize the zone of tolerance.
• B)increase empowerment zones.
• C)avoid negative word of mouth from upset customers.
• D)avoid a situational ethics conflict.
• E)keep management from finding out what happened.

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Definitions:

Emotional Meaning

The emotional significance attached to a word, phrase, or experience, influencing how it is perceived and interpreted.

Social Support

The assistance, comfort, and resources provided by others, which can enhance an individual's ability to cope with stress or adversity.

Communication Media

Tools or channels used to convey messages or information between individuals or groups, including digital, verbal, and written formats.

Decoding

The process of interpreting or making sense of a received message or coded information.