Most customers want to achieve a fair solution following a service failure. Which of the following is not a factor that affects a person's perceptions of "fairness" in these kinds of situations?
A. the nature or severity of the service failure
B. the customer's experience with other firms
C. the firm's policy on service recovery
D. observed treatment of other customers
E. stories of service recovery told by friends and family
Answer: C. the firm's policy on service recovery