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:

Price Sensitivity

The degree to which the price of a product or service affects consumers' purchasing decisions or demand for the product.

Markup Pricing

A pricing strategy where a fixed percentage is added to the cost of a product to determine its selling price.

Price Sensitivity

The degree to which the price of a product affects consumers' purchasing behaviors, reflecting their responsiveness to price changes.

Shrinkflation

A business practice where the size or quantity of a product is reduced while its price remains the same or is increased, effectively elevating the price per unit.