L. L. Bean, the catalog retailer, promises its customers, "100 percent satisfaction in every way, forever". Which service recovery strategy does L. L. Bean use?
A) Make the service fail safe
B) Learn from lost customers
C) Treat customers reactively
D) Implement the service paradox
E) Use procedural fairness

Question

Quizplus · Accepted Answer

L. L. Bean uses the service recovery strategy of "Make the service fail safe" by promising its customers "100 percent satisfaction in every way, forever". This means that L. L. Bean is committed to providing its customers with a positive experience every time they interact with the company, and that it will do whatever it takes to make things right if a customer is not satisfied.

L L Bean, the Catalog Retailer, Promises Its Customers, "100 Percent