When a customer of Twin Cities Rehabilitation Center complained that his therapist was one hour late for their appointment,the owner of the center gave the customer credit for one free hour of therapy.The action taken by the owner is an example of ___________.
A) Service recovery
B) Service paradox
C) Service inconsistency
D) Outcome fairness
E) Procedural recovery

Question

Quizplus · Accepted Answer

The owner's action of giving the customer credit for one free hour of therapy is an example of service recovery, which is a process of addressing and resolving customer complaints or service failures to restore customer satisfaction and loyalty.

When a Customer of Twin Cities Rehabilitation Center Complained That