Service Recovery Sometimes Requires Service Employees To

question 52

Multiple Choice

Service recovery sometimes requires service employees to:

• A) temporarily stop contacting highly dissatisfied customers.
• B) permanently pass decision-making authority and responsibility to managers.
• C) switch to the process of service delivery.
• D) perform heroic service acts that delight highly dissatisfied customers.

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Definitions:

Genetic Vulnerabilities

Predispositions or susceptibilities to certain diseases or conditions based on inherited genetic characteristics.

Panic Disorder

A psychiatric disorder characterized by recurrent unexpected panic attacks and ongoing concerns about having more attacks.

Agoraphobia

A anxiety disorder characterized by an intense fear of being in places where escape might be difficult or help might not be available, leading to avoidance of such situations.

Social Anxiety Disorder

A mental health condition characterized by an intense fear or anxiety in one or more social situations, leading to significant distress and impaired ability to function in daily life.