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

---

Definitions:

Pygmalion Effect

The phenomenon in which higher expectations lead to an increase in performance.

Laboratory Observation

A research method in which subjects are observed in a controlled environment to gather data.

Naturalistic Observation

A research method involving observing subjects in their natural environment without interference.

Adult Participants

Individuals over the age of majority, often involved in studies, research, or activities requiring legal adulthood.