Courtney recently ordered a few books online. However, she received the wrong order. She was completely dissatisfied and returned the books. She then wrote to the customer service expressing her anger. In response, the manager of the store sent her an apology via e-mail. He also sent her the books she ordered and refunded her money. Courtney was impressed and ordered books only from that store thereafter. In this scenario, the process adopted by the online store to regain Courtney's trust is called _____.
A) service durability
B) service reliability
C) service recovery
D) service capability

Question

Quizplus · Accepted Answer

The process adopted by the online store to regain Courtney's trust is called service recovery. Service recovery refers to the actions taken by a company to address and resolve a customer's complaint or issue. In this case, the online store apologized, sent the correct order, refunded the money, and ultimately regained the customer's trust. Service durability refers to the ability of a service to withstand time without deteriorating in quality. Service reliability refers to the ability of a service provider to perform their promised service dependably and accurately. Service capability refers to the ability of a company to deliver a specific service.

Courtney Recently Ordered a Few Books Online