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

question 76

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 turned things around 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:

Tenacity

The quality or state of being very determined and persistent in pursuing goals.

Intuition

An immediate understanding of knowledge without the need for conscious reasoning.

Authority

Refers to the power or right to give orders, make decisions, and enforce obedience, or the cited source of expert information.

Empiricism

The philosophical stance or method that emphasizes the importance of sensory experience and observation in obtaining knowledge.