Which of the Following Are Reasons Why Customer Disappointment Followed

question 12

Multiple Choice

Which of the following are reasons why customer disappointment followed by service recovery may not be an appropriate strategy?

• A)Service failures are often quite expensive to rectify.
• B)Reliability is the most critical determinant of service quality.
• C)Increased satisfaction only occurs after exceptional levels of service recovery.
• D)Customers weigh their most recent experiences heavily in subsequent purchases.
• E)All of the above

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Definitions:

Signing Statement

A written remark issued by the President of the United States upon signing legislation; it may outline the president's interpretation of the law or pose objections to specific provisions.

National Security Council (NSC)

A federal agency responsible for advising the President on national security and foreign policy matters.

Advisers (CEA)

Members of the Council of Economic Advisers, a group of economists who advise the President of the United States on economic policy.

Energetic Executive

A term often used to describe a presidency that is active, decisive, and strong in leadership, typically pushing forward policies and asserting control.