Which of the Following Correctly Shows the Service Recovery Process

question 13

Multiple Choice

Which of the following correctly shows the service recovery process?

• A) apology, urgent reinstatement, empathy, and symbolic atonement
• B) empathy, apology, urgent reinstatement, and symbolic atonement
• C) urgent reinstatement, empathy, apology, and symbolic atonement
• D) apology, empathy, urgent reinstatement, and symbolic atonement

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Definitions:

Process Range

The difference between the maximum and minimum values in a set of data, reflecting the variability in a process.

Assignable Cause

A specific, identifiable source of variation in a process, distinct from random variation and often indicating a need for corrective action.

Inadequate Training

A situation where employees have not been provided sufficient or appropriate training to perform their jobs effectively.

Central Limit Theorem

The theoretical foundation for \(\overline{x}\)-charts, which states that regardless of the distribution of the population of all parts or services, the x distribution tends to follow a normal curve as the number of samples increases.