Service Recovery Sometimes Requires Service Employees To

question 71

Multiple Choice

Service recovery sometimes requires service employees to:

• A) 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:

Novation

The process of replacing one obligation with another by mutual agreement.

Entire Agreement

A clause in a contract that declares the contract to be the complete and final agreement between the parties, superseding all prior negotiations, promises, or representations.

Privity of Contract

The principle that a contract directly affects and grants enforceable rights only to the parties involved in the contract agreement.

Promissory Estoppel

A legal principle that prevents a party from going back on a promise, even if it was made without formal consideration, when someone else has reasonably relied on that promise.