Dana is unhappy with her second floor room at the Holiday Inn, but that is all they have available for a regular room. The Holiday Inn offers Dana a free upgrade to a suite. What type of recovery strategy did the Holiday Inn implement? 

Which of the following are direct measures of customer satisfaction? 

Which area of a Doctor’s Office should be a top priority when developing the physical evidence  because it dramatically influences the perception and impression of the service? 

Tim has his car detailed by Wash and Wax Detailing. When Tim picks up his vehicle, the passenger floor mats are still dirty and have not been cleaned. Tim alerts a worker about the problem. The worker quickly tells Tim that he will vacuum and clean the passengers side immediately. Which recovery strategy did Wash and Wax Detailing implement? 

TV commercials are an example of which of the 5 communication tools? 

Which types of complaints are the MOST beneficial? 

A guest at the Marriot hotel complains to the front desk clerk about the air conditioner not working in her room.    This is an example of a ____________________ complaint. 

The longer a service firm takes to correct a service failure, the more likely is it to NOT be effective.

Which of the following is an example of a professional service provider? 

The “Heavenly Bed” is an example of how Westin Hotels used physical evidence to _____________________.