In a service failure situation in a hotel/resort setting, South-East Asian consumers were found to be more satisfied than their Australian counterparts with recovery efforts of the hotel/resort in the following instances EXCEPT:
A)the recovery was initiated by the hotel/resort
B)an apology came from a person of senior status
C)they were kept regularly informed of what was being done to resolve the problem
D)who to blame for the service failure was known to the consumers
E)an explanation of the cause of the service failure was given

Question

Quizplus · Accepted Answer

The study found that South-East Asian consumers were less concerned with placing blame on someone for the service failure, therefore D is the exception as compared to the other options that contributed to their satisfaction with recovery efforts.

In a Service Failure Situation in a Hotel/resort Setting, South-East