The Term_______ Refers to Restoring Customer Satisfaction to Strongly Dissatisfied

question 5

Multiple Choice

The term_______ refers to restoring customer satisfaction to strongly dissatisfied customers.

• A) service recovery
• B) service enhancement
• C) customer focus
• D) customer reengineering
• E) relationship marketing

---

Definitions:

Never Have Enough Time

A common perception or feeling that there is not enough time to accomplish all tasks or goals, often related to stress and time management issues.

No-Collar Workers

A “free agent” worker with a nontraditional career path who engages in creative, “knowledge work” and rejects the idea of stable, long-term employment at a single company; creation of ideas (“symbol manipulators”), not things.

Disengagement

The process of withdrawing or distancing oneself from a particular role, activity, or involvement.

Ascribe Selves

The concept of identities or roles that are assigned to an individual by society, rather than chosen by the individual.