Roger Pack is a breeder of Pomeranian dogs. He has used the same grooming salon for his dogs for the last 10 years. When a new groomer accidentally trimmed too much off of one of his show dog's hind quarters, he was upset. He decided not to make a big deal of the event because of his long-term dealings with the salon owner. Which service recovery strategy is exemplified here?
A. Use procedural fairness
B. Treat customers proactively
C. Cultivate relationships with customers
D. Make the service fail safe
E. Learn from lost customers
Answer: C
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Which of the following is not one of the principal components of strategic significance in the PESTEL analysis?
A. sociocultural forces that include societal values, attitudes, cultural factors, and lifestyles that impact business B. technological factors that include the pace of change and technical developments that have the potential for impacting society C. political factors including the extent to which government intervenes in the economy D. economic conditions that include the general economic climate and specific factors such as interest rates, inflation rate, and unemployment rate, as well as conditions in the stock and bond markets that can affect consumer confidence E. environmental forces that include the competitive structure, the degree of industry fragmentation, and the mobility barriers that inhibit business