Because Customers Have Different Needs and Expectations, the Key to Distributive

question 26

Multiple Choice

Because customers have different needs and expectations, the key to distributive fairness in service recovery is to

• A)listen to the customer.
• B)contact a supervisor quickly.
• C)estimate the damage.
• D)provide a fair solution.
• E)resolve the problem quickly.

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Definitions:

Innovator

An individual or organization that introduces new ideas, products, or methods, often leading to changes in a market or industry.

Diffusion Curve

A graphical representation showing the rate at which a new product, service, or innovation is adopted by users over time.

Maturity Phase

The stage in a product lifecycle or business where growth stabilizes and sales peak.

New Product Development

The process of bringing a new product or service to market, from concept through design, creation, and launch.