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:

Learning Organisation

A type of organization that actively seeks to acquire knowledge and adapt to change effectively through continuous improvement and employee engagement.

Continuous Improvement

An ongoing effort to enhance products, services, or processes to increase efficiency and quality.

Knowledge Management

The processes using intellectual capital for competitive advantage.

Intellectual Assets

Intangible resources and knowledge that a company possesses, which can include patents, trademarks, business methodologies, and other forms of intellectual property that provide a competitive advantage.