Most Customers Want to Achieve a Fair Solution Following a Service

question 78

Multiple Choice

Most customers want to achieve a fair solution following a service failure. Which of the following is NOT a factor that affects a person's perceptions of fairness in these kinds of situations?

• A) The nature or severity of the service failure.
• B) The customer's experience with other firms.
• C) The firm's policy on service recovery.
• D) Observed treatment of other customers.
• E) Stories of service recovery told by friends and family.

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Definitions:

Endorsement

Signature on the back of a check with the terms for accepting the check as payment.

Cashed

Processed or exchanged for its value in money, typically referring to a check being turned into cash.

Restrictive Endorsement

A limitation placed on a check specifying the conditions under which it can be endorsed.

Special Endorsement

A banking term referring to a notation on a check or other negotiable instrument that specifies the conditions under which it can be redeemed or transferred.