Q218
A firm's reaction to a customer complaint that results in customer satisfaction and goodwill is called a:
A.
service recovery paradox
B.
service recovery
AnswerC.
critical incident
D.
moment of truth
Answer: Option B
Solution
Answer: Option B
Solution:
A firm's reaction to a customer complaint that results in customer satisfaction and goodwill is called a service recovery. Service Recovery is a theory that suggests that a customer who has a bad experience and receives a prompt, effective response to their issues will be a more loyal customer, than a customer who had no bad experience at all.