Which of the Following Statements About Service Recovery Is True

Multiple Choice

Which of the following statements about service recovery is true?

A) Service recovery refers to restoring customer satisfaction to strongly dissatisfied customers.
B) Service recovery sometimes requires not only that mistakes be fixed but also that heroic service be performed that far surpasses the expectations dissatisfied customers have regarding fair treatment.
C) The purpose of empowering service employees is zero customer defections.
D) Service recovery increases the cost of selecting and hiring service workers who are capable of solving problems and dealing with irate customers.
E) All of these statements about service recovery are true.