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In a service recovery situation, the extent to which a customer perceives the benefits of the “solution” compared to the costs of the inconvenience associated with the service failure will determine the

User Eton
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I think the appropriate response is distributive fairness. A circumstance where customers get what they deserve as customers. As the saying goes "customer is always right". The way to distributive fairness is listening painstakingly to the client. 
User Publicmat
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