Most Firms Maintain Customer Complaint Services Online, in the Store

question 22

Multiple Choice

Most firms maintain customer complaint services online, in the store, or over the telephone. Firms attempt to respond quickly to complaints, hoping to

• A)get themselves into the universal set.
• B)reduce the cost of postpurchase advertising.
• C)minimize negative word of mouth and rumors.
• D)extend decision rules to the customer complaint desk.
• E)offset performance risk with financial risk.

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Definitions:

Car Rental

The process of temporarily using a vehicle for a period, typically ranging from a few hours to weeks, against a fee.

Electricity

A form of energy resulting from the existence of charged particles, widely used as power for numerous applications.

Depreciation

The systematic allocation of the cost of a tangible asset over its useful life, reflecting its wear and tear, deterioration, or obsolescence.

High-Low Method

The High-Low Method is a technique used in accounting and finance to estimate the variable and fixed costs associated with producing a good or service by analyzing the highest and lowest activity levels.