Final answer:
Service recovery options are alternatives provided by businesses when they can't fulfill a customer's original request. They are crucial for customer satisfaction and maintaining a positive reputation.
Step-by-step explanation:
The alternatives offered by service providers when an original request by a customer cannot be honored are called service recovery options. These are the various ways a company can attempt to solve a problem and satisfy the customer when a service failure occurs.
A well-known concept in customer service and business management, service recovery can include offering a discount, an upgrade, an apology, or any other type of remedy to address the customer's issue and restore their satisfaction. In practice, effective service recovery is crucial for maintaining customer loyalty and protecting a company's reputation.