The situation occurs regularly that when you have ordered a late-night pizza it is disappointed that the toppings were wrong. Even though you're rightfully frustrated, you're probably not grabbing your keys and driving straight for the store. Instead, most customers will call the business to report the issue. If it's before closing hours, the restaurant will send a complimentary pizza. But, if it's after-hours, the store will directly apologize and offer store credit for a future purchase. In this situation, the restaurant actually depends on the ___________ strategy to solve this conflict and comfort both the customers and its own stuff.