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:

Scope of Authority

The scope of authority delineates the range of actions or decisions that an individual or entity, such as an employee or agent, is officially empowered to make on behalf of another party or organization.

Undisclosed Principal

A situation in an agency relationship where the identity of the principal is not revealed to the third party by the agent.

Liable

Legally responsible or answerable for an action or a situation.

Scope of Authority

The range or extent of power that an individual or organization legally has to make decisions or take action.