Strategy for service recovery a listening to the

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strategy for service recovery? A. Listening to the customer. B. Finding a fair solution. C. Resolving problems quickly. D. Silencing an irate customer before the individual makes E. Following procedural fairness when solving problems. Customers often need to be heard; the best policy is to listen with empathy, even if the customer is angry. AACSB: Analytic Blooms: Apply Difficulty: 2 Medium Learning Objective: 12-05 Identify three service recovery strategies. Topic: Service Recovery 121. (p. 261) Barnes & Noble bookstores have PCs available for associates to use to search for books requested by customers and to place special orders. These computers are an example of __________.
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Instrumental support refers to systems and equipment needed by service employees to do their jobs well. AACSB: Analytic Blooms: Apply Difficulty: 3 Hard Learning Objective: 12-02 Discuss the four gaps in the Service Gaps Model. Topic: The Gaps Model 122. (p. 264) One afternoon, the clerk at the customer service desk of a large retail store got bored and started stating different return policies to each customer. Customers waiting in line and overhearing the different policies would probably feel that the store's handling of returns lacked: Procedural fairness refers to the perceived fairness of the process used to resolve issues. In this case, since each customer was hearing a different process description, customers would perceive that procedural fairness did not exist. AACSB: Analytic Blooms: Apply Difficulty: 2 Medium Learning Objective: 12-05 Identify three service recovery strategies. Topic: The Gaps Model 123. (p. 252, Ethical and Societal Dilemma 12.1) Although attorneys would like to gain additional clients, which of the following forms of advertising have been banned by the ABA?
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Learning Objective: 12-01 Describe how the marketing of services differs from the marketing of products. Topic: Services Marketing Differs From Product Marketing 124. (p. 259) Which service gap is the Ritz-Carlton Hotel trying to address when it spends up to $1700 to train a
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