A firm's reaction to a customer complaint that results in ...

[big1devin]

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.
  C) critical incident.
  D) moment of truth.
  E) the critical incident technique.

Question 2

Because they are cost effective and beneficial to ensuring consistency and standardization within the marketing program, centralized marketing structures are best suited for which of the following strategies?
 A) customer intimacy
  B) operational excellence
  C) product leadership
  D) service efficiency
  E) niche marketing

[kthug]

Answer to Question 1

B

Answer to Question 2

B

[big1devin]

Thanks for the timely response, appreciate it

[raili21]

Excellent