Establishing Good Customer Relations Involves Creating an Atmosphere Where Customers

question 43

Multiple Choice

Establishing good customer relations involves creating an atmosphere where customers' complaints are sincerely addressed. We call this_______ .

• A) Service recovery
• B) Loyalty marketing
• C) Passive recovery
• D) Lifetime value of a customer

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Definitions:

Autonomic Nervous System

The part of the nervous system that controls involuntary actions, such as the heartbeat and digestion, and regulates basic body processes.

Inverted-U Hypothesis

A theory suggesting that there is an optimal level of arousal for performance, with both too little and too much arousal leading to poorer performance.

Optimal Level

The most favorable or desirable degree or amount of something for achieving the best result or outcome.

Actual Stressors

Real and tangible factors in one's environment that cause stress.