Multiple Choice
Which of the following is NOT true regarding service recovery and guarantees?
A) Service failure can result in a satisfactory overall experience for the customer if the recovery is prompt and done well.
B) A service guarantee can motivate employees to deliver high-quality service.
C) Research indicates open-ended guarantees are more effective with customers because they don't spell out exactly the service recovery plan.
D) Service guarantees are a source of insight to how the service delivery system can be improved.
Correct Answer:
Verified
Correct Answer:
Verified
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