Despite a firm's best efforts, sometimes service providers fail to meet customer expectations.In such a scenario, which of the following provides a unique opportunity to a firm to demonstrate its customer commitment?

Question

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Providing service recovery is the best choice when a service provider fails to meet customer expectations. Service recovery refers to the actions taken by a firm to resolve a customer's problems or complaints effectively and in a timely manner. It provides a unique opportunity for a firm to demonstrate its commitment to customer satisfaction and build long-term relationships with its customers. Focusing on the service quality dimension of tangibles, broadening the communication gap, narrowing the zone of tolerance, and widening the service gap are not effective ways to address service failures.

Despite a Firm's Best Efforts, Sometimes Service Providers Fail to Meet