Service Recovery Is an Umbrella Term for Systematic Efforts by a Firm

question 35

True/False

Service recovery is an umbrella term for systematic efforts by a firm to correct a problem following a service failure and retain a customer's goodwill.

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Definitions:

Personal Selling

A sales technique involving one-on-one interaction between a salesperson and a potential buyer to persuade the purchase of a product or service.

Business-To-Business

Transactions or relationships between two businesses, rather than between a company and individual consumers.

Imc

Integrated Marketing Communications, a strategic approach that coordinates different promotional tools and channels to provide a clear, consistent, and compelling message about an organization or product.

Aida Model

A marketing model that outlines the four stages a consumer goes through before making a purchase: Awareness, Interest, Desire, Action.