Michael ordered a pair of shoes from an e-commerce website. The company sent his order to the wrong address and this confusion delayed the delivery by 10 days. Michael was disappointed by this and stopped ordering shoes from that online store. To regain his trust, the company apologized for the inconvenience and sent him a gift voucher worth $1000 that he could redeem at any e-commerce website. This gesture turned things around and Michael recommended this e-commerce company to all his friends. The process adopted by the e-commerce company to regain Michael's trust is called _____.
A) service durability
B) service recovery
C) service reliability
D) service capability

Question

Quizplus · Accepted Answer

The process adopted by the e-commerce company to regain Michael's trust is called service recovery. Service recovery refers to the actions taken by a company to address and resolve a service failure or complaint made by a customer, with the aim of regaining customer trust and loyalty. In this case, the company recognized their mistake and apologized to Michael, and then went further to offer him a gift voucher worth $1000 as compensation for the inconvenience caused by their mistake.

Michael Ordered a Pair of Shoes from an E-Commerce Website