Which of the Following Statements About Service Recovery Is True

question 95

Multiple Choice

Which of the following statements about service recovery is true?

• A) Service recovery refers to restoring customer satisfaction to strongly dissatisfied customers.
• B) Service recovery sometimes requires not only that mistakes be fixed but also that heroic service be performed that far surpasses the expectations dissatisfied customers have regarding fair treatment.
• C) The purpose of empowering service employees is zero customer defections.
• D) Service recovery increases the cost of selecting and hiring service workers who are capable of solving problems and dealing with irate customers.
• E) All of these statements about service recovery are true.

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Definitions:

Automated Shaper

A machine tool that uses computer control to shape or cut materials with precision, often used in manufacturing.

Gross Margin

The difference between sales revenue and the cost of goods sold before deduction of selling, general, and administrative expenses.

Job-Order Costing

A costing method that accumulates costs based on individual jobs or orders, suitable for businesses producing unique or custom products.

Predetermined Overhead Rate

An estimated rate used to allocate manufacturing overhead to individual jobs or products based on a consistent basis such as labor hours or machine hours.