Providing Customer Service Is an Expense to a Retailer

question 92

Multiple Choice

Providing customer service is an expense to a retailer. What benefit does the retailer receive from incurring the expenses involved in providing good customer service?

• A) Generates positive word-of-mouth communication
• B) Attracts new customers
• C) Current customers return to the store
• D) Reduces costs
• E) Does all of these

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Definitions:

Authority

The legitimate or socially accepted use of power, often conferred by a position in a hierarchical structure.

Functionalist View

A sociological perspective that interprets each part of society in terms of how it contributes to the stability and functioning of the whole society.

Conflict Theory

A sociological perspective that views social life as a competition, focusing on the distribution of resources, power, and inequality.

Socialization

The process by which individuals learn and internalize the values, beliefs, and norms of their society or social group.