When Service Failure Is Severe,the Recovery Efforts to Mend the Relationship

question 89

Multiple Choice

When service failure is severe,the recovery efforts to mend the relationship with the customer should be:

• A)delayed
• B)immediate
• C)reckless
• D)subdued

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Definitions:

Fait Accompli

A French term meaning "accomplished fact"; something that has already been done and cannot be changed.

Distributive Bargaining

A method of negotiation where the goal is to distribute a limited amount of resources in a manner that maximizes one's own benefit.

Limited Resource

Any asset which is scarce or finite, creating constraints in its allocation and necessitating efficient management.

Resistance Points

The limits beyond which a party is unwilling or unable to budge during negotiations, defining the boundaries of acceptable outcomes.