When Customers Have Been Surprised by a Service Outcome That

question 64

Multiple Choice

When customers have been surprised by a service outcome that is much better or worse than expected,they tend to look for reasons and their assessments of the reasons can influence their satisfaction.These perceived causes of service success or failure are known as:

• A) Blame states
• B) Fairness assessments
• C) Perceived disadvantages
• D) Service advantages
• E) Service attributions

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Definitions:

Physiological Dependence

A state in which the body has adjusted to the presence of a drug, leading to withdrawal symptoms when usage is reduced or stopped.

Withdrawal Symptoms

Physical or psychological effects that occur when an individual drastically reduces or stops the intake of a substance to which they have become dependent.

Addiction

Dependence on a drug such that stopping its use results in withdrawal symptoms.

Alcohol Dehydrogenase

A liver enzyme that metabolizes alcohol into aldehyde.