All five steps of the service recovery effort should be attempted ...

[mmm]

All five steps of the service recovery effort should be attempted whenever customer disappointment results in a feeling of
 a. victimization.
  b. annoyance.
  c. Both victimization and annoyance.
  d. Neither victimization nor annoyance.
  e. There is not enough information to answer the question.

Question 2

Popular franchise directories, which may be the primary first step in information collection for prospective franchisees include all but one of the following. Which should not be included?
 a. the Franchise Handbook
  b. the New York Times
  c. the Executive Guide to Franchise Opportunities
  d. the Franchise Opportunities Guide

[courtney_bruh]

Answer to Question 1

a

Answer to Question 2

B. The New York Times is a newspaper with global reach and a multitude of diff3rent kinds of current information. The franchise directories are focused upon the franchise industry and its firms exclusively.

[mmm]

Gracias!

[jackie]

Excellent