Because Customers Have Different Needs and Expectations, the Key to Distributive

question 26

Multiple Choice

Because customers have different needs and expectations, the key to distributive fairness in service recovery is to

• A)listen to the customer.
• B)contact a supervisor quickly.
• C)estimate the damage.
• D)provide a fair solution.
• E)resolve the problem quickly.

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Definitions:

Expressed

Clearly stated or demonstrated; made explicitly known.

Asserted

Stated or expressed positively and often forcefully or aggressively.

Assert Proposition

To claim that a certain proposition, a statement that can be true or false, is true.

Hypothetical-deductive Reasoning

A cognitive process, identified by Piaget, involving the ability to formulate hypotheses and systematically deduce the most logical consequences to solve a problem.