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
Answer: Option B
Solution(By Examveda Team)
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.This Question Belongs to Management >> Marketing
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