Banjo Bob repairs guitars, banjos, and other stringed instruments for a living. Banjo Bob promises his customers "100 percent satisfaction in every repair." Which service recovery strategy is Banjo Bob?
A. Implement the service paradox
B. Make the service fail safe
C. Treat customers reactively
D. Use procedural fairness
E. Learn from lost customers
Answer: B
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Answer the following statements true (T) or false (F)
1. The mass media is part of an organization's general environment. 2. As a manager, you cannot control the forces in the general environment. 3. Factors such as unemployment conditions and interest rates would be considered part of demographic forces in an organization's general environment. 4. An interest in health and fitness leading to a boost in sales of athletic shoes demonstrates a sociocultural force.
Who is not involved in the successful implementation of business process reengineering (BPR)?
a. investors b. customers c. suppliers d. top management
Firms sometimes invest in the common stock of other entities in order to exert significant influence or control over the other entity. U.S. GAAP and IFRS assume that firms owning more than ______ can exert control, unless other information indicates the contrary
a. 20% b. 30% c. 40% d. 50% e. 60%
This chapter lists five rules for speaking to the media. What are they?
What will be an ideal response?