The ____________ Refers to the Sometimes-Observed Effect That Customers Who

question 8

Multiple Choice

The ____________ refers to the sometimes-observed effect that customers who experience a service failure and then have it resolved to their full satisfaction are more likely to make future purchases than are customers who have no problem in the first place.

• A)referent renewal paradox
• B)referent contribution paradox
• C)referent acquisition paradox
• D)service recovery paradox
• E)service renewal paradox

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Definitions:

DSM

The Diagnostic and Statistical Manual of Mental Disorders, a comprehensive classification of officially recognized psychiatric disorders.

Diagnostic Categories

Classifications used in medicine and psychology to organize and describe diseases, disorders, and conditions for diagnosis and treatment.

Descriptive Criteria

Standards or guidelines used to describe the characteristics or specific details of a particular condition or phenomenon.

Psychological Disorders

Mental disorders characterized by patterns of behavior or thought that are significantly distressing or disabling, and not considered part of normal development.