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ChatGPT
Nov 5
Service recovery refers to the actions taken by a company or organization to address and resolve a customer's complaint or issue with their product or service. This may involve apologizing to the customer, offering compensation or a refund, and taking steps to prevent the issue from happening again in the future. The goal of service recovery is to retain the customer's loyalty and satisfaction despite the initial problem.
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Google Gemini AI
Nov 5
Service Recovery
Service recovery refers to the actions and strategies that organizations implement to address and resolve customer complaints and dissatisfaction, enhance customer satisfaction, and rebuild relationships. It involves:
- Identifying and understanding the root cause of customer dissatisfaction: Thoroughly investigating the complaint and gathering relevant information.
- Taking prompt and appropriate action: Resolving the issue quickly and effectively, offering compensation or apologies as necessary.
- Communicating effectively with the customer: Keeping the customer informed throughout the recovery process, apologizing for failures, and demonstrating empathy.
- Learning from mistakes: Analyzing the incident to identify areas for improvement and prevent similar issues from occurring in the future.
- Building stronger relationships: Using the recovery experience as an opportunity to strengthen the customer relationship and demonstrate the organization's commitment to customer satisfaction.
Goals of Service Recovery
- Restore customer satisfaction and loyalty
- Minimize the negative impact of service failures
- Prevent future complaints and issues
- Improve customer retention rates
- Enhance the organization's reputation for customer service
Service recovery refers to the actions and strategies that organizations implement to address and resolve customer complaints and dissatisfaction, enhance customer satisfaction, and rebuild relationships. It involves:
- Identifying and understanding the root cause of customer dissatisfaction: Thoroughly investigating the complaint and gathering relevant information.
- Taking prompt and appropriate action: Resolving the issue quickly and effectively, offering compensation or apologies as necessary.
- Communicating effectively with the customer: Keeping the customer informed throughout the recovery process, apologizing for failures, and demonstrating empathy.
- Learning from mistakes: Analyzing the incident to identify areas for improvement and prevent similar issues from occurring in the future.
- Building stronger relationships: Using the recovery experience as an opportunity to strengthen the customer relationship and demonstrate the organization's commitment to customer satisfaction.
Goals of Service Recovery
- Restore customer satisfaction and loyalty
- Minimize the negative impact of service failures
- Prevent future complaints and issues
- Improve customer retention rates
- Enhance the organization's reputation for customer service
0
Anonymous
Nov 5
2023/2024_SEM 2_MID-SEMESTER EXAMS_B.ED YEAR.3_JED 325: INQUIRY & ACTION RESEARCH FOR U.P
Choose or provide the correct answers from the options below.
Hi, EMMANUEL. When you submit this form, the owner will see your name and email address.
1.Which one of the following does not form part of the steps in writing research?
(1 Point)
Look for active participants
Present an answer to the question
Collect data to answer the question
Pose a question
2.Showing glance to the contribution of a study to the body of existing knowledge means a researcher is doing one of the following.
(1 Point)
Delimitation
Significance of the study
Definition of terms
Limitation
3.Mary considered all of the following sources of problems for investigation when writing her research except …………….
(1 Point)
Interviewing practitioners
Relevant literature
Statement problem
Personal experience
4.The group of individuals or items a researcher uses of his/her study are known as …………
(1 Point)
Research participants
Research population
Research group
Research elements
5.Which of the following types of research only fit in the field of education?
(1 Point)
Action research
Experimental research
Basic research
Grounded research
6.Which of the following key principles of action research presupposes that each person’s ideas are equally significant as potential resources for creating interpretive categories of analysis negotiated among participants?
(1 Point)
Plural structure
Collaborative resources
Reflexive critique
Dialectical critique
7.Which of the following is not one of the key principles of action research?
(1 Point)
Collaborative resource
Plural structure
Dialectical critique
Summary practice
8.Which of the following themes of literature review is commonly called systematic literature review?
(1 Point)
Conceptual review
Empirical review
Historical review
Theoretical review
9.Which one of the following describes the history and nature of a well-defined research problem with references to the existing literature?
(1 Point)
Purpose of the study
Research questions
Background to the study
Statement of the problem
10.The source of literature review created during the time period being studied is referred to as …………….
(1 Point)
Primary source
Secondary source
Tertiary source
Bibliographic source
11.Which of the following types of action research is mostly community-based than the others?
(1 Point)
Individual action research
Traditional action research
Schoolwide action research
Collaborative action research
12.Which of the following is not one of the characteristics of a good research question?
(1 Point)
Arguable
Relevant
Functional
Feasible
13.In writing literature review section of the study, Owusu selected only the most important points in each source to highlight in the review. What writing style is he applying in writing his literature?
(1 Point)
Summarize and synthesize
Use of evidence
Being selective
Use of quotes sparingly
14.The predefined process that is repeated over time makes action research ………….
(1 Point)
Cycle of action
Cycle of processes
Cycle of organization
Cycle of research
15.The identification of the types of action research depends on all of the following except ……….................
(1 Point)
Setting
Results
Objectives
Purposes
16.During a research proposal defense, Kumi explains to the panel about his observations to problems for investigation. Which of the following sources of problems for investigation is he applying?
(1 Point)
Deductions from theory
Interviewing practitioners
Personal experience
Interdisciplinary perspectives
17.The type of action research which addresses organizational problems within the entire district is referred to as ……………
(1 Point)
Individual action research
Collaborative action research
Traditional action research
Schoolwide action research
18.Which of the following is not one of the ways of organizing literature review?
(1 Point)
Division
Thematic
Publication
Chronology of events
19.Mr. Kuma a first-time researcher uses interview to get information to answer his research questions. What is the name given to the first-time information he collects through interview?
(1 Point)
Analyzed data
Transcribed data
Hand-on data
Raw data
20.This type of literature review examines literature selectively in order to support or refute the findings of an already existing study. What is it?
(1 Point)
Integrative review
Argumentative review
Methodological review
Systematic review
Submit
Microsoft 365
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Choose or provide the correct answers from the options below.
Hi, EMMANUEL. When you submit this form, the owner will see your name and email address.
1.Which one of the following does not form part of the steps in writing research?
(1 Point)
Look for active participants
Present an answer to the question
Collect data to answer the question
Pose a question
2.Showing glance to the contribution of a study to the body of existing knowledge means a researcher is doing one of the following.
(1 Point)
Delimitation
Significance of the study
Definition of terms
Limitation
3.Mary considered all of the following sources of problems for investigation when writing her research except …………….
(1 Point)
Interviewing practitioners
Relevant literature
Statement problem
Personal experience
4.The group of individuals or items a researcher uses of his/her study are known as …………
(1 Point)
Research participants
Research population
Research group
Research elements
5.Which of the following types of research only fit in the field of education?
(1 Point)
Action research
Experimental research
Basic research
Grounded research
6.Which of the following key principles of action research presupposes that each person’s ideas are equally significant as potential resources for creating interpretive categories of analysis negotiated among participants?
(1 Point)
Plural structure
Collaborative resources
Reflexive critique
Dialectical critique
7.Which of the following is not one of the key principles of action research?
(1 Point)
Collaborative resource
Plural structure
Dialectical critique
Summary practice
8.Which of the following themes of literature review is commonly called systematic literature review?
(1 Point)
Conceptual review
Empirical review
Historical review
Theoretical review
9.Which one of the following describes the history and nature of a well-defined research problem with references to the existing literature?
(1 Point)
Purpose of the study
Research questions
Background to the study
Statement of the problem
10.The source of literature review created during the time period being studied is referred to as …………….
(1 Point)
Primary source
Secondary source
Tertiary source
Bibliographic source
11.Which of the following types of action research is mostly community-based than the others?
(1 Point)
Individual action research
Traditional action research
Schoolwide action research
Collaborative action research
12.Which of the following is not one of the characteristics of a good research question?
(1 Point)
Arguable
Relevant
Functional
Feasible
13.In writing literature review section of the study, Owusu selected only the most important points in each source to highlight in the review. What writing style is he applying in writing his literature?
(1 Point)
Summarize and synthesize
Use of evidence
Being selective
Use of quotes sparingly
14.The predefined process that is repeated over time makes action research ………….
(1 Point)
Cycle of action
Cycle of processes
Cycle of organization
Cycle of research
15.The identification of the types of action research depends on all of the following except ……….................
(1 Point)
Setting
Results
Objectives
Purposes
16.During a research proposal defense, Kumi explains to the panel about his observations to problems for investigation. Which of the following sources of problems for investigation is he applying?
(1 Point)
Deductions from theory
Interviewing practitioners
Personal experience
Interdisciplinary perspectives
17.The type of action research which addresses organizational problems within the entire district is referred to as ……………
(1 Point)
Individual action research
Collaborative action research
Traditional action research
Schoolwide action research
18.Which of the following is not one of the ways of organizing literature review?
(1 Point)
Division
Thematic
Publication
Chronology of events
19.Mr. Kuma a first-time researcher uses interview to get information to answer his research questions. What is the name given to the first-time information he collects through interview?
(1 Point)
Analyzed data
Transcribed data
Hand-on data
Raw data
20.This type of literature review examines literature selectively in order to support or refute the findings of an already existing study. What is it?
(1 Point)
Integrative review
Argumentative review
Methodological review
Systematic review
Submit
Microsoft 365
This content is created by the owner of the form. The data you submit will be sent to the form owner. Microsoft is not responsible for the privacy or security practices of its customers, including those of this form owner. Never give out your password.
Microsoft Forms | AI-Powered surveys, quizzes and pollsCreate my own form
Privacy and cookies | Terms of use
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