Which Service Recovery Step Does a Service Organization Use When

question 30

Multiple Choice

Which service recovery step does a service organization use when it attempts to understand why the customer is disappointed with the service?

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

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Definitions:

Qualitative Factors

Non-numerical elements that influence business decisions, like brand reputation or customer satisfaction.

Outsourcing Decision

The choice made by a business to contract out certain tasks or services to external providers rather than performing them internally.

Financial Stability

The state of being able to withstand economic fluctuations and financial pressures without significant distress or risk of failure.

Carrying Amount

The value at which an asset is recognized on the balance sheet after deducting any accumulated depreciation or amortization.