Which of the following service encounter themes reflects employees' responding to problem customers,i.e.,customers who are unwilling to cooperate with the service provider,other customers,industry regulations,and/or laws?
A) Recovery
B) Adaptability
C) Spontaneity
D) Credibility
E) Coping

Question

Quizplus · Accepted Answer

Coping reflects employees' strategies and actions when dealing with problem customers who are unwilling to cooperate. This includes handling customers who do not follow regulations or laws, ensuring the service process continues smoothly despite these challenges.

Which of the Following Service Encounter Themes Reflects Employees' Responding