Multiple Choice
Which of the following is NOT one of the elements of effective service recovery?
A) Do the job right the first time
B) Seek alternative recompense strategies
C) Identify service complaints
D) Resolve complaints effectively
E) Learn from the recovery experience
Correct Answer:
Verified
Correct Answer:
Verified
Q7: Give an example of a full-satisfaction guarantee.
Q8: The _ refers to the sometimes-observed effect
Q9: Describe a service guarantee offered in the
Q10: Interactional justice involves the employees of the
Q11: Hampton Inn's 100 percent satisfaction guarantee is
Q13: How many failures can a service firm
Q14: Describe the three complaint barriers for dissatisfied
Q15: Discuss the four common service recovery mistakes
Q16: Research indicates that at least 5-10 percent
Q17: Hampton Inn has developed a way to