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Taya2010 [7]
3 years ago
5

Courtney recently ordered a few books online. However, she received the wrong order. She was completely dissatisfied and returne

d the books. She then wrote to the customer service expressing her anger. In response, the manager of the store sent her an apology via e-mail. He also sent her the books she ordered and refunded her money. Courtney was impressed and ordered books only from that store thereafter. In this scenario, the process adopted by the online store to regain Courtney's trust is called _____.
Business
2 answers:
poizon [28]3 years ago
7 0

What Courtney is experiencing in the question is a process called service recovery.

It refers to a paradox where a customer will think highly of a company when the company has fixed the problem that the customer is facing from its service, compared to how the customer would perceive the company when it gives a non-faulty service.

Customer retention is mainly determined by how a company resolves a problem that a customer faces due to a faulty service or product.

Dennis_Churaev [7]3 years ago
5 0

Answer:

Service Recovery.

Explanation:

A service recovery is a process in which the earlier dissatisfied customer becomes highly satisfied after the problem with that customer is being resolved by the company. In this case, such customers are the most loyal ones.

In the mentioned scenario, when manager of the company resolved the issue of the customer, the customer was much impressed and start to order only from the same company.

You might be interested in
Rocky industries received its telephone bill in the amount of $300 and immediately paid it. rocky's journal entry to record this
loris [4]
Hi there

The journal entry would be

debit to telephone expense for $300
Credit to cash for $300

Good luck!
8 0
3 years ago
A firm's cost of equity is 22%. Its before-tax cost of debt is 13% and its marginal tax rate is 21%. The firm's capital structur
alisha [4.7K]

Answer:

WACC= 17.95%

Explanation:

Weighted average cost of capital is the average cost of all of the long-term types of finance used by a company weighted according to the that amount of finance used in relation to the total pool of fund.

It is calculated using the formula below:

WACC = (We×Ke)  +  (Wd×Kd)

Ke-cost of equity- 22%

We- equity weight- 100% - 45% = 55%

Kd-After tax cost of debt-10.3%

Wd- 45%

After tax cost of debt = Before tax ×× (1- tax rate)

After tax cost of debt = 13%× (1-0.21) = 10.3%

Cost of equity = 22%

WACC =(0.55× 22%) + (0.45× 13%)=17.95%

WACC= 17.95%

4 0
3 years ago
Jefferson Cleaning signed an agreement with Willis Company on December 15 to provide cleaning services every Friday. The service
uysha [10]

Answer:

Debit Accounts Receivable, $225; credit Fees Earned, $225

Have a fantastic Day!

5 0
3 years ago
Brews 4 U is a local chain of coffee shops. Managers are interested in the costs of the stores and believe that the costs can be
Elden [556K]

Answer:

Explanation:

a. In a regression equation expressed as y= a + bx, how is the letter b best described?

Here, b is the slope and best described as the estimate of the cost when there's a visit of an additional customer.

b. How is the letter y in the regression equation best described?

The letter y is the observed store cost for that particular month.

c. How is the letter x in the regression equation best described?

The letter x is the observed customer visit for that particular month.

d. Based on the data derived from the regression analysis, what are the estimated costs for 370 customer-visits in a month?

The estimated cost for 370 customer visit will be:

Y = a + bx

where,

a =$1496

b = $2.08

x = 370 customer visit

Y = $1496 + ($2.08 × 370 customer visit)

= $1496 + $769.6

= $2265.6

e. What is the percent of the total variance that can be explained by the regression equation?

The percent of total variance which the regression equation explain will be:

R2 = 0.86814 or 86.814%

3 0
4 years ago
Gerald orders 1,000 cupcakes from Haddock Bakers for a Christmas Eve party. However, Haddock fails to deliver the cupcakes as pe
jeyben [28]

Answer:

The correct answer is letter "C": Cover of a sales contract.

Explanation:

A cover of a sales contract in law refers to the actions a buyer carries out to diminish the damages to his or her business because of a breach in a contract agreed with a seller. Initially, the buyer and the seller agreed in the transfer of goods or services but the seller fails. So, to avoid loses, the buyer sets a series of actions to continue with his business as if the breach has never happened.

3 0
3 years ago
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