Most customers want to achieve a fair solution following a service failure. Which of the following is NOT a factor that affects a person's perceptions of fairness in these kinds of situations?
A) The nature or severity of the service failure.
B) The customer's experience with other firms.
C) The firm's policy on service recovery.
D) Observed treatment of other customers.
E) Stories of service recovery told by friends and family.

Question

Quizplus · Accepted Answer

The firm's policy on service recovery is an internal factor and does not directly affect a customer's perception of fairness, which is more influenced by external experiences and observations.

Most Customers Want to Achieve a Fair Solution Following a Service