Courtney recently ordered a few books online. however, she received the wrong order. she was completely dissatisfied and returned 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

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.

answer; management is about coping complexity and leadership is about coping with change; i believe this is correct; ///good luck                                          

(b) management: leadership

there is no possible way mgk stands a chance with the greatest white rapper of all time. eminem killshots had more bars than rap devil and the reason mgk is doing all this is cause he not getting attention anymore til the release of rap devil and the disses he is putting on eminem. now rap devil was more fire than killshot so mgk might won the battle with rap devil but eminem won the war with killshot.