Examlex
Which of the following perspectives emphasizes that the educational institution solidifies the class positions of groups and enables the elite to control the masses?
Service Recovery
Service Recovery involves a company's efforts to rectify a problem following a service failure, aiming to restore customer satisfaction.
Procedural Fairness
The degree to which the processes and procedures used in decision making are perceived as just, equitable, and without bias.
Delivery Gap
The difference between customer expectations for service delivery and the actual service delivered.
Service Failure
A situation where a service does not meet a customer's expectations, leading to dissatisfaction or complaints.
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