Gina's Nail Salon is serious about pleasing its customers. Employees are trained to immediately and pleasantly respond to any customer complaints, and they are empowered to offer discounts and free add-ons to customers who believe they have received anything less than the best service. Gina's Nail Salon focuses on ________.
A) differentiating its offer
B) good service recovery
C) internal marketing
D) image marketing
E) productivity
Answer: B