When customers become dissatisfied with the service they have received, service businesses must switch to the process of _____.
A) service recovery
B) service enhancement
C) service delivery
D) customer reengineering

Question

Quizplus · Accepted Answer

When customers become dissatisfied with the service they have received, service businesses must switch to the process of service recovery, which involves addressing and resolving the issue to regain the customer's trust and loyalty. Service enhancement and service delivery refer to ongoing efforts to improve the service experience, while customer reengineering is not a commonly recognized term in the service industry.

When Customers Become Dissatisfied with the Service They Have Received