Which of the Following Represents a Cost of Service Failure

question 37

Multiple Choice

Which of the following represents a cost of service failure?

• A)Negative word of mouth
• B)Decreased trust and loyalty
• C)Diminished customer value
• D)Re-doing original service
• E)All of the above

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Definitions:

Inhelder

Swiss developmental psychologist best known for her work on the cognitive development of children, often in collaboration with Jean Piaget.

Reason

The mental capacity to form judgments or conclusions based on logic and knowledge.

Combination-of-liquids task

A cognitive task used to assess a child's understanding of conservation; involves mixing liquids to see if a child understands that volume remains constant despite changes in appearance.