Which Service Recovery Step Does a Service Organization Use When

question 31

Multiple Choice

Which service recovery step does a service organization use when it quickly acts to correct the service problem?

• A)Apology
• B)Urgent reinstatement
• C)Empathy
• D)Symbolic atonement
• E)Follow-up

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Definitions:

Exceeded

To go beyond an established limit or standard.

More Than One Vendor

Utilizing services or products from multiple suppliers or companies instead of relying on a single source.

Estimate Cost

The process of forecasting the financial expenditure required to complete a project or produce a good.

Selection Phase

The stage in a project or procurement process where options are evaluated and choices are made regarding resources, suppliers, or methods.