Which of the Following Statements About Service Failures Is Most

question 6

Multiple Choice

Which of the following statements about service failures is most accurate?

• A) Only 5 to 10 percent of dissatisfied customers choose to complain to the company.
• B) Once customers complain, they expect all of their demands to be met.
• C) Only 20 percent of consumers will give a company a second chance if they are not fully satisfied during the first encounter.
• D) People are twice as likely to share good service experiences as bad experiences.
• E) Monitoring social media websites causes unwarranted action since complaints are usually isolated instances and are not indicative of the actual service delivered.

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Definitions:

Proxemics

The study of how people use space in communication, including personal distance and territorial behavior.

Chronemics

studies how time affects communication, including perceptions and value associated with time in different cultures.

Kinesics

The study of how body movements and gestures serve as a form of non-verbal communication.

Interpretation

The act of explaining or deriving the meaning of something, such as a text, situation, or set of data.