Good Service Recovery Can Turn Angry Customers into Loyal Customers

question 56

True/False

Good service recovery can turn angry customers into loyal customers and can even win more customer purchasing and loyalty than if no problem had occurred in the first place.

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Definitions:

Availability Heuristic

A mental shortcut that relies on immediate examples that come to mind when evaluating a specific topic, concept, method, or decision.

Dictator Games

A type of experimental game in economics where one player, the "dictator," determines how to split an endowment between themselves and another player, the "recipient."

Ultimatum Games

Represent a scenario in economic experiments where one participant proposes a division of resources, and the other can accept or reject the offer, which, if rejected, leaves both with nothing.