Kate recently learned to play golf. Last week, she decided to try a new golf course. She signed in to play and was given the keys to an electric golf cart without any instructions on how to operate it. After she drove the cart into a lake, she swore never to play golf again. According to Kate, "There are just too many things you have to know before you can become a real golfer." Two months later, the golf course manager called Kate and asked why she had not returned to play another game. Which service recovery strategy is being used in this example?
A. Make the service fail safe
B. Use procedural fairness
C. Treat customers proactively
D. Learn from lost customers
E. Encourage and track complaints
Answer: D
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Marie is a small-business owner who loves to take risks. She also enjoys going out and meeting customers and potential clients—the social aspect of her job. Marie relies on intuition and discussions with others to acquire information. As an interior decorator, Marie utilizes her imaginative strengths, taking a broad perspective to problem solving, and she likes to consider many options and future possibilities. Marie's decision-making style is best described as
A. directive. B. conceptual. C. ambiguous. D. behavioral. E. analytical.
Financial performance measures are useful in reducing waste and inefficiencies in operating activities
Indicate whether the statement is true or false
What are the three general code of ethics value categories?
What will be an ideal response?
Commercial Leasing Corporation and Quarry Construction Company enter into a contract for a lease of three excavators. Under the perfect tender rule, Commercial Leasing must ship or tender goods to the lessee that
a. approximately conform to the contract description. b. entirely conform to the contract description in most ways. c. conform to the contract description in every way. d. substantially conform to the contract description.