In Which of the Following Situations Is It Easier to Restore

question 64

Multiple Choice

In which of the following situations is it easier to restore customer satisfaction through prompt service recovery efforts?

• A)with a customer who has a long-term relationship with the organization and has been satisfied with its past performance
• B)with a customer who is focused more on the transaction and has no prior relationship with the organization
• C)with a customer who has a long-term relationship with the organization and has not been satisfied with its past performance
• D)with a customer who is reluctant to trust the organization's performance

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Definitions:

Creativity

The ability to generate or recognize ideas, alternatives, or possibilities that may be useful in solving problems, communicating with others, and entertaining ourselves and others.

Alone

The state of being by oneself, not accompanied by or in conjunction with others.

Post-Decisional Justification

The cognitive process of justifying one's choices after a decision has been made, often to reduce dissonance.

Discarded Alternatives

Options or solutions that are considered and then rejected during a decision-making process.