Quick Recovery from Service Failures May Serve as Good Word-Of-Mouth

question 21

True/False

Quick recovery from service failures may serve as good word-of-mouth advertising for the firm.

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Definitions:

Outsourcing

The business practice of hiring a third party to perform services, handle operations or provide goods that are either difficult to manage or are outside the company's expertise.

Expatriates

Employees who are sent to live and work in a foreign country by their employer.

Offshoring

The practice of relocating business processes or services to another country, typically to leverage lower costs.

Reengineering

The radical redesign of business processes to achieve dramatic improvements in critical aspects like cost, quality, service, and speed.