Which of the following is NOT a principle of effective service recovery at the managerial level?
A)Top management commitment
B)Total quality management
C)'Complaints as opportunities' culture
D)Training and empowerment
E)Ownership of the complaint

Question

Quizplus · Accepted Answer

Total quality management is a broader principle that aims to improve the overall quality of a company's products and services. While effective service recovery is a key component of total quality management, it is a more specific principle that focuses on responding to customer complaints and issues. Therefore, B is not a principle specific to effective service recovery at the managerial level.

Which of the Following Is NOT a Principle of Effective