When customers become dissatisfied with the service they have received, service businesses must switch to the process of _____.
A) service recovery
B) service enhancement
C) service delivery
D) business process reengineering

Question

Quizplus · Accepted Answer

When customers become dissatisfied with the service they have received, service businesses must switch to the process of service recovery, which refers to the actions service providers take in response to service failures to restore customer satisfaction. Service recovery is crucial to retaining customers and maintaining a positive reputation for the business. Service enhancement and service delivery are ongoing processes that ideally occur before service failures, while business process reengineering is a more comprehensive approach to improving overall business performance.

When Customers Become Dissatisfied with the Service They Have Received