Customers Who Experience a Service Failure and Do Not Complain

question 52

True/False

Customers who experience a service failure and do not complain are more likely to make a repurchase than those who do complain.

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Definitions:

Cerebellum

A large structure of the vertebrate brain, located under the occipital lobe, that plays an important role in motor control.

Reticular Formation

An extensive network of neurons located in the brainstem that plays a key role in controlling arousal and consciousness.

Scientific Approach

A methodological way of seeking knowledge that involves observation, hypothesis formulation, experimentation, and conclusion.

Psychology

The scientific study of behavior and mental processes.