COMPLETION QUESTIONS Customer Service

question 49

Essay

COMPLETION QUESTIONS
Customer Service
Critical Incidents
Service Recovery
Management by Walking Around
Lifetime Value
Double Deviation
Moment of Truth
Annoyance
Victimization
Symbolic Atonement
-_______ is the effort an organization expends to win back customers' goodwill once it has been lost due to service failure.

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Definitions:

Nativism

The political policy of promoting the interests of native inhabitants against those of immigrants, including by supporting immigration-restriction measures.

Liberty Party

Abolitionist political party that nominated James G. Birney for president in 1840 and 1844; merged with the Free Soil Party in 1848.

Political Movement

A collective effort by a group of people to advance their shared political, social, or ideological objectives.

Morality

Principles concerning the distinction between right and wrong or good and bad behavior.