Which of the Following Statements Is False

question 11

Multiple Choice

Which of the following statements is false?

• A) good or excellent service recovery can actually result in increased customer loyalty
• B) approximately 40% of customers who experience a problem with purchases of less than $5 will not do business with that company again
• C) one service recovery guideline involves fair treatment for customers
• D) service recovery refers to a process for returning a customer to a state of satisfaction after a service or product has failed to live up to expectations
• E) all of the above are true

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Definitions:

Average Intelligence

The level of cognitive ability or IQ that is considered to be in the middle range of the population.

Predicts

The act of forecasting future events or conditions based on current or past data, patterns, or observations.

Validity

The extent to which a test measures or predicts what it is supposed to.

G Factor

A concept in psychology that refers to the general intelligence factor believed to underlie all cognitive abilities.