_____ describes what the owner of the rehabilitation center did when he gave a customer who was complaining that his therapist was an hour late for their appointment a credit for one free hour of therapy.
A) Service recovery
B) Service paradox
C) Service inconsistency
D) Outcome fairness
E) Procedural recovery

Question

Quizplus · Accepted Answer

This situation describes service recovery, which is a strategy used by businesses to address and resolve customers' complaints or negative experiences with the aim of restoring their satisfaction and loyalty. By offering a credit for a free hour of therapy, the owner of the rehabilitation center is attempting to make up for the therapist's tardiness and show that they value the customer's patronage.

_____ Describes What the Owner of the Rehabilitation Center Did