Final answer:
The primary goal in a service recovery plan following a service breakdown is to restore customer satisfaction. This approach is centered on resolving issues effectively to regain customer trust. Additionally, the goal of scientific management was to increase workers' efficiency.
Step-by-step explanation:
In the context of a service recovery plan following a service breakdown, the primary goal is to restore customer satisfaction. Service recovery is a critical component of customer relationship management and involves any actions a company takes to resolve issues or failures and win back the trust of the customer. The focus is on swift and effective resolutions that not only address the customer's immediate concerns but also demonstrate the company's commitment to service excellence, thus also indirectly maintaining the company’s reputation. However, the primary objective remains the customer's satisfaction post-resolution, which is why the correct answer is c) Restore customer satisfaction.
Regarding the review question on the goal of scientific management, it was primarily aimed at increasing workers' efficiency. Pioneered by Frederick W. Taylor, scientific management sought to improve industrial efficiency by systematically optimizing and simplifying jobs. The fundamental belief behind scientific management was that there was one best way to perform a job and it was the management's task to discover and implement it. Therefore, the correct answer is a) to increase workers' efficiency.