During a service recovery effort, the employee was very empathetic to the customer's plight and agreed to replace the defective product. However, it took three months for the replacement product to show up, which was much later than the customer had anticipated. As a result, the recovery effort violated the customer's ____ justice need.
A) social
B) procedural
C) interactional
D) distributive
E) ethical
Question 2
At WainPort Industries, the firm's senior managers approach marketing implementation with the belief that marketing strategy should be developed at the top of the organization and then transmitted to lower levels where frontline managers and employees implement it. What implementation approach is being used at WainPort?
A) implementation by command
B) implementation through threats
C) implementation as consensus
D) implementation through change
E) implementation by expectations
A visually impaired patient is assisted by a service dog.
Josiah Wedgwood, Queen's Ware dinner service (detail).
Envelope showing four options for placement of ancillary service endorsements.
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Tag identify that the power has been removed and service work is being done.
Washing hands and removing jewelry are two important safety habits all service technicians ...