In Terms of Customer Dissatisfaction, When Things Go Wrong, Research

question 30

True/False

In terms of customer dissatisfaction, when things go wrong, research suggests that the primary means to regaining the customer is through an empowered frontline employee.

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Definitions:

Self-Esteem

An individual's overall subjective emotional evaluation of their own worth or value.

Nonverbal Communication

The process of conveying a message without the use of words, through gestures, facial expressions, and body language.

Selective Listening

The process where an individual consciously or subconsciously chooses to pay attention only to certain messages or parts of a conversation while ignoring others.

Cognitive Dissonance

The psychological discomfort experienced when holding two or more conflicting cognitions (ideas, beliefs, values, emotional reactions).