Most Customers Want to Achieve a Fair Solution Following a Service

question 105

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:

Fixed Costs

Expenses that do not change with the level of production or sales activities over a relevant period.

Contribution Margin

The difference between sales revenue and variable costs, indicating the amount contributed towards covering fixed costs and generating profit.

Performance Reports

Documents that review and assess the performance of individuals, departments, or organizations against planned objectives.

Cost Centers

Parts of an organization where costs are accumulated for internal accounting purposes but do not directly generate revenue.