Recently, Harrison$-$Walker $(2019)$ investigated the role of forgiveness by customers following a service failure. Which of the following is NOT TRUE regarding this study?

a$.$ The research used the method of retrospective sampling, asking respondents to describe a servige failure they had personally experienced and respond to survey questions on that basis.

b$.$ Repatronage was defined as returning to a business at least once while reconciliation occurs when feelings closeness and commitment are restored for both the customer and the service provider.

c$.$ Effective recovery strategies depend on the specific industry; in other words, the recovery strategy that leads to forgiveness does not necessarily work in another industry.

d$.$ The two industries investigated in the study were fitness centers and airlines.

e$.$ Forgiveness plays a critical role with regard to reducing negative word$-$ofmouth, increasing repatriation and increasing reconciliation.