All EXCEPT Which of the Following Are Reasons That Service

question 20

Multiple Choice

All EXCEPT which of the following are reasons that service guarantees are powerful tools for both promoting and achieving service quality?

• A)Guarantees reduce consumer complaining, increasing customer satisfaction and information from customers.
• B)Guarantees force firms to focus on what their customers want and expect in each element of the service.
• C)Guarantees set clear standards, telling customers and employees alike what the company stands for.
• D)Guarantees building "market muscle" by reducing the risk of the purchase decision and developing long-term loyalty.
• E)Guarantees force service organizations understand why they fail and encourage them to identify and overcome potential fail points.

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Definitions:

Relational Dialectics Theory

Theory that views relational development as the management of tensions that pull us in two directions at the same time (connection-autonomy; predictability-novelty; openness-closedness).

Tensions Management

The process of dealing with and balancing various opposing forces or elements within personal or professional contexts, aiming to reduce conflict and maintain stability.

Coercive Conflict

A destructive form of conflict where parties attempt to force their will on others, often involving threats or intimidation.

De-escalation Stage

A phase in conflict resolution where tensions and conflicts are reduced or eliminated.