For an effective customer service recovery system, front-line staff must be empowered to act on customer complaints and problems.
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Q23: When an organization assesses customer feedback, it
Q24: A customer recovery system is an organized
Q25: Having each service provider at each level
Q26: Zero defects is a goal of production
Q27: A major reason the majority of customers
Q29: The loyalty of customers who have a
Q30: One form of justice demanded by consumers
Q31: Interpersonal dimensions of the complaint between the
Q32: Outcome fairness is when consumers cite the
Q33: The service recovery paradox shows it is
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