Sam Was Called in to Meet with His Boss,Tricia

Multiple Choice

Sam was called in to meet with his boss,Tricia.He was afraid he was going to be fired for the mistake he had made dealing with an important customer of the store.Instead,Tricia explained that he had handled the situation well,listening to the customer and finding a fair solution.Tricia told him that,even more important,working the way he did to correct the error could result in

A) a smaller empowerment gap.
B) increased customer purchases and positive word of mouth.
C) a full refund for the customer.
D) a larger service gap.
E) less instrumental support.