Michael Ordered a Pair of Shoes from an E-Commerce Website

question 65

Multiple Choice

Michael ordered a pair of shoes from an e-commerce website. The company sent his order to the wrong address and this confusion delayed the delivery by 10 days. Michael was disappointed by this and stopped ordering shoes from that online store. To regain his trust, the company apologized for the inconvenience and sent him a gift voucher worth $1000 that he could redeem at any e-commerce website. This gesture proved to be fruitful and Michael recommended this e-commerce company to all his friends. The process adopted by the e-commerce company to regain Michael's trust is called _____.

• A) service durability
• B) service recovery
• C) service reliability
• D) service capability

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Definitions:

Collective Violence

Acts of violence committed by groups of individuals, often driven by a common purpose or ideology.

Major Crimes

Serious criminal offenses that typically involve violence or significant harm to individuals or property, such as murder, rape, or burglary.

Political Citizenship

The status of being a citizen, including rights, privileges, and duties associated with participating in the political process of a country or community.