The process of attempting to regain a customer's confidence after a service failure is called
A) gap theory
B) service attribution
C) service recovery
D) service variability
Correct Answer:
Verified
Q195: In measuring service quality, responsiveness refers to
A)
Q196: In measuring service quality, empathy refers to
A)
Q197: In measuring service quality, assurance refers to
A)
Q198: All of the following are examples of
Q199: The advantage of using internal measures of
Q201: The goal of a service recovery program
Q202: Dissatisfaction and poor service quality are not
Q203: The components of the customer value package
Q204: The first step in determining a customer
Q205: The lack of tangible assets of a
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