Which of the following is not true for effective service recovery?
A) The front-line service personnel must be empowered.
B) Problems or failures with the service must be classified.
C) Problems must be solved.
D) Problems must be appropriately identified.
Correct Answer:
Verified
Q41: When boundary employees work for companies in
Q42: In a service blueprint, an organization:
A) audits
Q43: "Moments of truth" are:
A) points when the
Q44: Leverage opportunities are those contact points that
Q45: An organized script for people to address
Q47: Research has found that compared with satisfied
Q48: It is most difficult to recover a
Q49: Effective recovery has been found to enhance:
A)
Q50: Which of the following is not one
Q51: When the customer gets what they expect
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