During a service recovery effort, the employee was very empathetic to the customer’s plight and agreed to replace the defective product. However, it took three months for the replacement product to show up

Related MCQs

• During a service recovery effort, the employee promptly refunded the customers money but threw the money at the customer. As a result, the recovery effort violated the customers ___________ justice need
• In the absence of a physical product, service providers needs to consider the use of …………… that enable customers to make a judgment on the service quality.
• “All human actors who play a part in service delivery and thus influence the buyer’s perceptions: namely, the firm’s personnel, the customer and other customers in the service environment.”
• “…….is the culture where an appreciation for good service exists and where giving good service to internal as well as ultimate, external customers is considered a natural way of life and one of the most important norms by everyone.”
• In the service system, customers may specify their needs and expectations to the service provider, such expectations are called ……………?
• This is when customers visit the service facility so that they are personally involved through the service delivery process
• The technique that allows consumers to either buy Service A and Service B together on purchase one service separately is called
• Successfulservice companies focus their attention on both their customer and their employees. They understand ……………, which links service firm profits with employee and customer satisfaction.
• ………….. is any direct interaction between a service provider and customers
• ………….. Is about the normal work of creation, pricing, distribution, and promotion of service to customers.