Respuesta :
Simon is using the (B) service recovery process.
What is the service recovery process?
- The process of "recovering" unsatisfied or lost members or patients by identifying and correcting the problem or making apologies for a failure in customer or healthcare service.
What is instrumental support?
- Instrumental support, a sort of social support, is assistance offered to address tangible needs.
- Instrumental support is defined by behaviors such as personal and medical care assistance, transportation, and meal preparation.
What is the economy of scale?
- Economies of scale are the cost advantages that businesses gain as a result of their size of operation, and are commonly quantified by the quantity of output generated per unit of time.
- A decrease in cost per unit of output allows for greater scale.
Reason -
As in the given situation the customer is dissatisfied with the service and product of Simon's company.
Therefore, Simon is using the (B) service recovery process.
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Correct question:
Beth is a customer service representative for an online clothing store. When she got a phone call yesterday from a customer who received a pink shirt instead of the blue one she ordered, Beth told the customer she would mail the blue shirt out immediately and the customer would not have to pay for either shirt. What process is Beth using?
A. the knowledge gap
B. service recovery
C. economy of scale
D. heterogeneity
E. instrumental support
