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.

---

Definitions:

Culturally Diverse Area

A region characterized by the presence of multiple cultural groups and ethnicities, promoting varied cultural experiences and interactions.

Medical Office

A facility or space where medical professionals conduct examinations, treatments, and other health-related services.

Reception Area

A waiting or greeting space in an office or building where visitors or clients are received.

Office Opens

The scheduled time when a business office begins to accept clients or customers.