Orchidia Luxury Spa, a premium spa, failed to deliver the expected and promised level of service quality to one of its regular customers. To rectify this service failure and to increase or retain customer satisfaction, the management at the spa should:
a) keep the service recovery efforts as less interactive as possible.
b) allow the customers to choose between several recovery options.
c) focus its recovery efforts on finding new customers rather than retaining existing ones.
d) insist that the customer make a repurchase so that the service can be redelivered.
e) avoid letting the customer know the cause of the service failure.
Answer: B