Two Diners Complain About a Restaurant's Slow Service but Are

question 10

Multiple Choice

Two diners complain about a restaurant's slow service but are delighted to be given a free bottle of wine and canapés to make the wait less tedious. In the end, they thoroughly enjoy their evening. In terms of services marketing, what is this a good example of?

• A) Service encounter
• B) Service quality
• C) Process
• D) Service recovery
• E) Promotion

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Definitions:

Organizational Strategy

A plan of action designed to achieve long-term or overall goals and objectives of an organization.

Structure

The arrangement of and relations between the parts or elements of something complex.

Standardizing Work

The process of developing and implementing uniform procedures for tasks to increase efficiency and consistency.

Job Descriptions

A formal document that outlines the essential responsibilities, qualifications, and duties of a specific job position, serving as a foundation for hiring, performance evaluations, and role clarity.