Which of the Following Is NOT a Reason to Encourage

question 47

Multiple Choice

Which of the following is NOT a reason to encourage dissatisfied customers to complain?

• A)Companies are given the opportunity to salvage the relationship.
• B)Complaints provide free feedback.
• C)Handling complaints is time consuming.
• D)Complaints alert companies to deficiencies in organisational processes.
• E)Effective service recovery can increase customer perceived value.

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Definitions:

Beck's Cognitive Therapy

A therapeutic approach that focuses on identifying and changing negative thought patterns and beliefs to treat mental disorders.

Psychoanalysis

A therapeutic approach founded by Sigmund Freud that aims to explore unconscious motivations and conflicts thought to influence behavior through techniques such as free association and dream analysis.

Counterconditioning

A therapy technique whereby an undesirable behavior is replaced with a more desirable one by associating the undesirable stimulus with a positive one.

Behavior Modification

The use of empirical and experimental methods to change or modify human behavior through various techniques and interventions based on principles of learning.