All five steps of the service recovery effort should be attempted whenever customer disappointment results in a feeling of
A)victimization.
B)annoyance.
C)Both victimization and annoyance.
D)Neither victimization nor annoyance.
E)There is not enough information to answer the question.

Question

Quizplus · Accepted Answer

When customers feel victimized, they believe they have been wronged and deserve compensation. The five steps of the service recovery effort are designed to address this feeling of victimization and restore the customer's trust in the company.

All Five Steps of the Service Recovery Effort Should Be