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Bethany is a customer service representative for an online clothing store. When she got a phone call yesterday from a customer who received a pink

Bethany is a customer service representative for an online clothing store. When she got a phone call yesterday from a customer who received a pink shirt instead of the blue one she ordered, Bethany told the customer she would mail the blue shirt out immediately and the customer would not have to pay for either shirt. What process is Bethany using?
Multiple Choice
heterogeneity
instrumental support
the knowledge gap
economy of scale
service recovery
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