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:

Divisible Task

A task that can be broken down into smaller, separate tasks to be completed by different individuals.

Co-Active Task

A task that involves mutual or joint activity, requiring participants to work together actively towards a common goal.

Free-Riding

The behavior of individuals who benefit from resources or services without contributing to their provision.

Social Loafing

The situation in which people demonstrate lower effort in pursuing a goal as part of a group than they do while working solo.