Which of the Following Is FALSE About Service Recovery

question 81

Multiple Choice

Which of the following is FALSE about service recovery?

• A)Gather information from customers at the time of service failure so that necessary action can be taken for immediate recovery.
• B)Conduct a postrecovery assessment to evaluate the recovery performance against the customer.
• C)Service recovery is unaffected by the strength of the relationship between the customer and the organization.
• D)Success of service recovery depends on the severity of the failure.

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Definitions:

Homeostasis

The tendency to maintain equilibrium by adjusting physiological or psychological processes.

Primary Drives

Basic, innate drives that motivate behavior essential for survival, such as hunger, thirst, and avoidance of pain.

Hull

An American psychologist who developed the drive-reduction theory, emphasizing the role of biological needs in motivation and behavior.

Stimulus-Response

The basic concept that a specific stimulus will elicit a specific, predictable response in an organism.