A successful service recovery program can overcome most service failures, but is not too successful at diminishing the negative impact of the original poor or failed service.
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Q33: In measuring service quality, responsiveness is the
Q34: In measuring service quality, assurance is the
Q35: The advantage of using internal measures of
Q36: Service recovery is the process of attempting
Q37: Service failures do not automatically result in
Q39: In terms of service recovery, the longer
Q40: In service recovery, many firms begin the
Q41: The components of the customer value package
Q42: All of the following would be examples
Q43: All of the following would be examples
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