Effective Service Recovery Entails All of the Following Except

question 55

Multiple Choice

Effective service recovery entails all of the following except

• A) listening to the customer.
• B) estimating the damage.
• C) providing a fair solution.
• D) resolving the problem quickly.
• E) involving customers in the service recovery where possible.

Identify how individual sensitivity to ethical issues can vary according to their moral philosophy orientation.

Explain Kohlberg's model of cognitive moral development and its application to ethical decision-making.

Understand the concept of relativism and its criticisms.

Compare and contrast different teleological theories with a focus on egoism and utilitarianism.

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Definitions:

Personality

A unique set of emotional, thought, and behavioral patterns that define an individual.

Reality Principle

A concept in psychoanalytic theory where the ego manages the demands of the id and the external world by delaying gratification and dealing with the reality of situations.

Rational Means

Approaches or methods based on reason and logic rather than emotions or conventions.

Immediate Gratification

The desire to experience fulfillment without delay or deferment, often prioritizing short-term rewards over long-term outcomes.