A Firm's Reaction to a Customer Complaint That Results in Customer

question 29

Multiple Choice

A firm's reaction to a customer complaint that results in customer satisfaction and goodwill is called a:

• A)service recovery paradox.
• B)service recovery.
• C)critical incident.
• D)moment of truth.
• E)the critical incident technique.

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Definitions:

Exposure

Refers to the state of being subjected to contact with something (e.g., a new environment, a language, or a type of learning material), often leading to increased familiarity or acquiring new skills.

Object of the Phobia

The specific subject or situation that triggers an irrational and excessive fear in an individual suffering from a phobia.

Shaping Procedure

A method of training by which successive approximations toward a target behavior are reinforced.

Electroconvulsive Therapy

A psychiatric treatment in which seizures are electrically induced in patients to relieve severe mental disorders.