Most customers want to achieve a fair solution following a service failure. All of the following factors affect a person's perceptions of "fairness" in these kinds of situations except?

E). The firm's policy on service recovery.

Explanation:

As per the question, the component or factor that would influence the 'fairness' and candor of an individual's perceptions would be 'the firm's policy on service recovery' as considering the family's policy would significantly influence the decision and make it 'biased' that would ruin its (solutions') universal efficacy. The other options would assist in determining a fair and objective judgment regarding the 'solutions to cope up with service failure' as analyzing 'the customer's experiences', 'observation of treatment of other customers', 'the essence or gravity of service failure', and 'the assessment of stories relating to service failure' would assist in reaching an objective solution. Thus, option E is the correct answer.