By Noting That a Number of Customers Had Complained About

question 66

Multiple Choice

By noting that a number of customers had complained about late bus arrivals at one particular stop,the bus line rerouted the bus away from a heavy traffic area.By increasing its miles traveled slightly,the bus was able to improve its arrival time substantially at the stop where it had formerly been perpetually late.Which service recovery strategy did the bus line use?

• A) Make the service fail safe
• B) Learn from recovery experiences
• C) Treat customers fairly
• D) Encourage and track complaints
• E) Respond quickly

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Definitions:

Franchising Arrangements

Franchising arrangements are business models where a franchisor grants a franchisee the right to operate a business under the franchisor's trademark, sharing operational models and support.

Types

Varieties or categories of people or things that are distinguishable by a specific characteristic.

Description

A detailed representation or explanation of the features, qualities, or conditions of something, often used to give clarity or understanding.

Vertical Marketing Systems

A marketing system in which the main participants of distribution – producer, wholesaler, and retailer – work together as a unified group in order to meet consumer needs.