Most Customers Want to Achieve a Fair Solution Following a Service

question 123

Multiple Choice

Most customers want to achieve a fair solution following a service failure.All of the following factors affect a person's perceptions of "fairness" in these kinds of situations except

• 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:

Hispanics

Individuals and cultures that originate from Spanish-speaking countries, particularly from Latin America and Spain.

Asian Americans

A demographic group in the United States comprising individuals of Asian descent, known for its diverse cultures, languages, and histories.

Multiple Identity

Multiple identity refers to an individual's identification with more than one social, cultural, professional, or personal role or attribute simultaneously.

Identity Confusion

A phase in Erik Erikson's theory of psychosocial development where individuals struggle to find a sense of self and personal identity.