____ refers to the situation in which the customer rates ...

[karen]

____ refers to the situation in which the customer rates performance higher if a failure occurs and the contact personnel successfully recover from it than if the service had been delivered correctly the first time.
 A) Service recovery paradox
  B) Service recovery
  C) Critical incident
  D) Moment of truth
  E) The critical incident technique

Question 2

Work activities that absorb inputs to create information and communication outputs that ensure the consistent day-to-day operation of the firm are referred to as:
 A) organizational values.
  B) shared goals and values.
  C) organizational systems and processes.
  D) implementation and control.
  E) strategic systems.

[amandalm]

Answer to Question 1

A

Answer to Question 2

C

[karen]

Excellent

[Viet Thy]

TYSM