Most Customers Want to Achieve a Fair Solution Following a Service

question 123

Multiple Choice

Most customers want to achieve a fair solution following a service failure.All of the following factors affect a person's perceptions of "fairness" in these kinds of situations except

• A) the nature or severity of the service failure.
• B) the customer's experience with other firms.
• C) the firm's policy on service recovery.
• D) observed treatment of other customers.
• E) stories of service recovery told by friends and family.

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Definitions:

Motivating

The act of encouraging someone's excitement or eagerness to engage in an activity.

Inspiring

The act of motivating and stimulating others to engage, envision, or perform towards achieving particular goals or ideals with enthusiasm.

Resource Allocator

A role or mechanism within an organization responsible for distributing and managing resources effectively.

Distributing Resources

The process of allocating financial, human, and material resources among various projects, departments, or units within an organization.