Which of the Following Statements Would Best Increase Customer Satisfaction

question 56

Multiple Choice

Which of the following statements would best increase customer satisfaction, after a service failure was experienced?

• A)providing a refund
• B)providing a store credit
• C)offering either a refund, store credit, or gift certificate
• D)none of these, as the firm is losing money

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Definitions:

Decremental

Characterized by a gradual reduction or decrease in size, magnitude, or quality over time.

Internal Locus of Control

The belief that one has control over their own life and outcomes, as opposed to external forces having that control.

Personality Factors

Traits and attributes that constitute an individual's distinct character.

Genetics

The science of inherited traits.