The First Step in a Service Recovery Process Is To

question 15

Multiple Choice

The first step in a service recovery process is to:

• A)Encourage learning so that service recovery problems are identified and corrected
• B)Train and empower staff to respond to customer complaints
• C)Set up a tracking system to identify system failures
• D)None of the above

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Definitions:

Reinforcer

A consequence of an action that affects the likelihood of the action being repeated, or not, in the future.

Operant Conditioning

Operant Conditioning is a learning process through which the strength of a behavior is modified by reinforcement or punishment.

Classical Conditioning

A psychological process through which associations between a previously neutral stimulus and a naturally occurring stimulus are learned, leading to a learned response.

Premack Principle

A principle of reinforcement which states that a more probable behavior can reinforce a less probable behavior.