Multiple Choice
Courtney recently ordered a few books online. However, she received the wrong order. She was completely dissatisfied and returned the books. She then wrote to the customer service expressing her anger. In response, the manager of the store sent her an apology via e-mail. He also sent her the books she ordered and refunded her money. Courtney was impressed and ordered books only from that store thereafter. In this scenario, the process adopted by the online store to regain Courtney's trust is called _____.
A) service durability
B) service reliability
C) service recovery
D) service capability
Correct Answer:
Verified
Correct Answer:
Verified
Q31: Durability is a characteristic that determines the
Q32: According to total quality management (TQM), which
Q33: In the context of the principles of
Q34: _ refers to managing the daily production
Q35: Which of the following statements is true
Q37: Ordering cost refers to the costs of
Q38: Blooming Minds is a content management company
Q39: In the context of maintaining an inventory,
Q40: All work-in-process inventories are assembled to create
Q41: When customers become dissatisfied with the service