Most customers want to achieve a fair solution following a service failure.All of the following factors affect a person's perceptions of "fairness" in these kinds of situations except
A) the nature or severity of the service failure.
B) the customer's experience with other firms.
C) the firm's policy on service recovery.
D) observed treatment of other customers.
E) stories of service recovery told by friends and family.

Question

Quizplus · Accepted Answer

The firm's policy on service recovery does not directly affect a customer's perception of fairness; it is more about how the policy is implemented and perceived by the customer.

Most Customers Want to Achieve a Fair Solution Following a Service