Which of the Following Statements Is False

question 57

Multiple Choice

Which of the following statements is false?

• A)The service recovery paradox is where a customer holds the responsible company in higher regard after the service recovery than if a service failure had not occurred in the first place.
• B)A set formula that companies should follow for service recovery exists.
• C)One service recovery guideline involves fair treatment for customers.
• D)Service recovery refers to a process for returning a customer to a state of satisfaction after a service or product has failed to live up to expectations.

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Definitions:

Visual Kinesic Communication

Non-verbal communication expressed through body movements, facial expressions, gestures, and posture.

Vocal Kinesic Communication

A form of communication that involves body movements and vocalics such as tone, pitch, and volume.

Upward Communication

The flow of information from lower levels of a hierarchy to upper levels, typically involving feedback or reports.

Horizontal Communication

The exchange of information or collaboration across the same level of hierarchy within an organization or group.