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:

Testable Hypothesis

One that can be shown to be false by reference to empirical evidence.

Related

Having a connection or association to something else, often in terms of relevance or similarity.

Objectivity

The practice of maintaining impartiality and neutrality, avoiding personal biases in judgment or analysis.

Natural Scientists

Professionals who study natural phenomena, including biological, chemical, earth, and physical sciences, aiming to understand how the natural world operates.