The goal of a service recovery program is to
A) eradicate the negative experience of the service failure
B) change the dissatisfaction to some level of satisfaction
C) encourage the customer to return in the future and purchase again
D) all of the above
Correct Answer:
Verified
Q196: In measuring service quality, empathy refers to
A)
Q197: In measuring service quality, assurance refers to
A)
Q198: All of the following are examples of
Q199: The advantage of using internal measures of
Q200: The process of attempting to regain a
Q202: Dissatisfaction and poor service quality are not
Q203: The components of the customer value package
Q204: The first step in determining a customer
Q205: The lack of tangible assets of a
Q206: The inability of a service to be
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