Good Service Recovery Can Turn Angry Customers into Loyal Ones

question 99

True/False

Good service recovery can turn angry customers into loyal ones.

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Definitions:

Cognitive Dissonance

The psychological discomfort experienced when holding two conflicting beliefs, attitudes, or values simultaneously.

Consonance

A harmonious agreement or compatibility among the components of a system, philosophy, or group, often leading to a coherent and unified whole.

Emotional Contagion

A dynamic process through which the emotions of one person are transferred to another, either consciously or unconsciously, through nonverbal channels.

Cognition

Refers to the mental processes involved in gaining knowledge and comprehension, including thinking, knowing, remembering, judging, and problem-solving.