Which of the Following Is NOT True Regarding Service Recovery

question 40

Multiple Choice

Which of the following is NOT true regarding service recovery and guarantees?

• A) Service failure can result in a satisfactory overall experience for the customer if the recovery is prompt and done well.
• B) A service guarantee can motivate employees to deliver high-quality service.
• C) Research indicates open-ended guarantees are more effective with customers because they don't spell out exactly the service recovery plan.
• D) Service guarantees are a source of insight to how the service delivery system can be improved.

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Definitions:

Performance On-the-job

The extent to which an employee executes their assigned duties and responsibilities effectively within their workplace.

Organizational Citizenship

The voluntary commitment of members to go beyond the required duties, benefiting the organization and its members.

Counterproductive Workplace

Behaviors or environments within a workplace that hinder organizational performance, employee productivity, or both.

Job Satisfaction

The level of contentment employees feel about their work, which can affect performance and retention.