Which of the Following Statements About Service Recovery Is True

question 95

Multiple Choice

Which of the following statements about service recovery is true?

• A) Service recovery refers to restoring customer satisfaction to strongly dissatisfied customers.
• B) Service recovery sometimes requires not only that mistakes be fixed but also that heroic service be performed that far surpasses the expectations dissatisfied customers have regarding fair treatment.
• C) The purpose of empowering service employees is zero customer defections.
• D) Service recovery increases the cost of selecting and hiring service workers who are capable of solving problems and dealing with irate customers.
• E) All of these statements about service recovery are true.

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Definitions:

Expected Revenue

The anticipated total income from sales of goods or services, based on expected sales volumes and price points.

Probability

A measure of the likelihood or chance of an event happening, ranging from 0 to 1, where 0 indicates impossibility and 1 indicates certainty.

English Auction

A type of auction where bidders publicly announce their successive higher bids until no higher bid is forthcoming, with the highest bidder winning the item.

Rational Self-Interest

The principle that individuals will make decisions that they perceive to be in their best interest, maximizing their utility or benefit.