________ refers to the actions taken by an organization in response to a service failure.
A) Service recovery
B) Service paradox
C) Service inconsistency
D) Outcome fairness
E) Procedural recovery

Question

Quizplus · Accepted Answer

Service recovery refers to the actions taken by an organization in response to a service failure, with the goal of restoring customer satisfaction and loyalty. This may involve more than just rectifying the mistake - it may also involve compensating the customer in some way or providing additional support to ensure their needs are fully met. Service recovery is an important aspect of service quality, as it can help to minimize the negative impact of service failures and create more positive customer experiences.

________ Refers to the Actions Taken by an Organization in Response