Topic the gaps model 103 p 263 264 effective service

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Topic: The Gaps Model 103. (p. 263-264) Effective service recovery entails all of the following EXCEPT: A. listening to the customer. B. estimating the damage. C. providing a fair solution. D. resolving the problem quickly. E. all of these are effective service recovery techniques. Effective service recovery includes listening to the customer, providing a fair solution, and resolving the problem quickly. AACSB: Analytic Blooms: Remember Difficulty: 1 Easy Learning Objective: 12-05 Identify three service recovery strategies. Topic: Service Recovery 104. (p. 263) Effective service recovery efforts can lead to all of the following EXCEPT:
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Effective service recovery can positively influence purchase intensions, positive word of mouth, and customer satisfaction; however, satisfaction may still be lower than it was before the service failure. AACSB: Analytic Blooms: Understand Difficulty: 2 Medium Learning Objective: 12-05 Identify three service recovery strategies. Topic: Service Recovery 105. (p. 263) Sam was called in to meet with his boss, Tricia. He was afraid he was going to be fired for the mistake he had made dealing with an important customer of the store. Instead, Tricia explained that he had handled the situation well, listening to the customer and finding a fair solution. Tricia commented, "Even more importantly, working the way you did to correct the error could result in __________." Sam's effective service recovery could have saved the relationship with the customer, leading to increased levels of purchasing and positive word of mouth. AACSB: Analytic Blooms: Apply Difficulty: 3 Hard Learning Objective: 12-05 Identify three service recovery strategies. Topic: Service Recovery 106. (p. 263) When confronted with an angry and emotional customer, the best first step toward service recovery is to:
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The best first step with an angry customer is to listen carefully and give the customer a chance to be heard. AACSB: Analytic Blooms: Apply Difficulty: 2 Medium Learning Objective: 12-05 Identify three service recovery strategies. Topic: Service Recovery 107. (p. 263) Service employees at the airlines' flight cancellation desks frequently encounter travelers who get emotional about canceled or delayed flights. The first thing these employees should do
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