Multiple Choice
Which of the following is NOT a principle of effective service recovery at the managerial level?
A) Top management commitment
B) Total quality management
C) 'Complaints as opportunities' culture
D) Training and empowerment
E) Ownership of the complaint
Correct Answer:
Verified
Correct Answer:
Verified
Q10: The more a consumer complains to organisations
Q11: Which of the following benefits could be
Q12: Which of the following are reasons why
Q13: All of the following are reasons for
Q14: According to a study of consumer complaint
Q16: The statement that 'complaints can be seen
Q17: Poor handling of complaints by management creates
Q18: Customers who experience service failure but subsequently
Q19: Which of the following is NOT usually
Q20: When dealing with complaints regarding poor service