Because Customers Have Different Needs and Expectations, the Key to Distributive

question 26

Multiple Choice

Because customers have different needs and expectations, the key to distributive fairness in service recovery is to

• A)listen to the customer.
• B)contact a supervisor quickly.
• C)estimate the damage.
• D)provide a fair solution.
• E)resolve the problem quickly.

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Definitions:

Plato

Ancient Greek philosopher who founded the Academy in Athens, known for his works on philosophy, ethics, and politics, including the theory of Forms.

Socrates

An ancient Greek philosopher known for his contributions to ethics and epistemology, and for employing a method of inquiry and discussion based on asking and answering questions to stimulate critical thinking.

Personal Gain

The benefit or advantage to an individual, usually in a selfish or unethical context.

Institutional Time

The duration or scheduling specific to the proceedings, routines, or operations of an institution.