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.

---

Definitions:

Risk Taking

The inclination or willingness to engage in behaviors that have the potential to be harmful or dangerous but might also result in positive outcomes.

Aggression

Aggression refers to behaviors or actions intended to harm or intimidate another individual physically or verbally.

Inhibits

To restrict or slow down a process, reaction, or action.

Mental Disorders

Conditions characterized by alterations in thinking, mood, or behavior associated with distress or impaired functioning.