When Customers Are Embarrassed, They Know the Service Failure Is

question 26

True/False

When customers are embarrassed, they know the service failure is their fault, so the service provider avoids negative consequences.

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Definitions:

Conversational Style

A manner of communication that is natural, informal, and resembles everyday spoken language.

You-viewpoint

A communication approach focusing on the audience's perspective and interests.

You-attitude

A communication approach focusing on the audience's needs and perspectives, emphasizing "you" rather than "I" or "we."

Formal Style

A type of writing or speech characterized by a structured, impersonal, and professional tone, often used in official communications and academic works.