Which of the Following Accounts for the Majority of Complaints

question 37

Multiple Choice

Which of the following accounts for the majority of complaints received by service businesses?

• A)employees who fail to be empathetic
• B)exaggerated customer expectations
• C)miscommunication during the service encounter
• D)service providers failing to be reliable
• E)exaggerated management expectations

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Definitions:

Simplify Decision Making

The process of making choices easier by reducing the complexity of the options or the decision-making process itself.

Availability Bias

Decision-making based on recent information or events.

Previously Existing Value

Refers to a belief or principle that was held before a new experience, influence, or information was introduced.

Creativity Potential

The capacity within individuals or groups to generate unique ideas, solutions, or innovative approaches in problem-solving.