Question

Despite a firm's best efforts, sometimes service providers fail to meet customer expectations. in such a scenario, which of the following provides a unique opportunity to a firm to demonstrate its customer commitment?

a. widening the service gap
b. broadening the communication gap
c. narrowing the zone of tolerance
d. focusing on the service quality dimension of tangibles
e. providing service recovery

Answer 1

Providing service recovery offers a unique opportunity for a firm to demonstrate its customer commitment by resolving customer complaints or issues after a service failure.

Step-by-step explanation:

In such a scenario, providing service recovery provides a unique opportunity to a firm to demonstrate its customer commitment.

Service recovery refers to the actions taken by a business to resolve a customer's complaint or issue after a service failure has occurred. It involves acknowledging the problem, apologizing, finding a solution, and compensating the customer in some way.

By providing effective service recovery, a firm can restore customer trust and loyalty, and even turn a dissatisfied customer into a loyal advocate for the business.