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:

Chicken Stock

A flavorful liquid prepared by simmering chicken bones, vegetables, and herbs, used as a base for soups and sauces.

Liters

A metric unit of capacity, commonly used for measuring volumes of liquid, equal to 1000 cubic centimeters or about 1.76 pints.

Organic Vanilla

Refers to vanilla products that are produced following organic farming practices without the use of synthetic pesticides, artificial fertilizers, or genetically modified organisms (GMOs).

Pints

A unit of volume used primarily in the United States and the British imperial system, equal to 16 fluid ounces or approximately 473 milliliters.