Two Diners Complain About a Restaurant's Slow Service but Are

Multiple Choice

Two diners complain about a restaurant's slow service but are delighted to be given a free bottle of wine and canapés to make the wait less tedious. In the end, they thoroughly enjoy their evening. In terms of services marketing, what is this a good example of?

A) Service encounter
B) Service quality
C) Process
D) Service recovery
E) Promotion