What Are the Three Most Common Critical Incidents During Service

question 23

Multiple Choice

What are the three most common critical incidents during service encounters, which cause customers to switch to other services?

• A) failures in the service itself, negative employee actions, and unsatisfactory employee response to service failures
• B) failures in the product, disappointment with the product, and lack of care
• C) lack of focus on the end goal, lack of employee attentiveness, and disinterest in the product
• D) failures in the response to service failure, lack of understanding the organizational goals, and failures in the product

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Definitions:

Put Option

A financial contract giving the option holder the right, but not the obligation, to sell a specified amount of an underlying asset at a set price within a specified time.

Call Option

A financial contract giving the buyer the right, but not the obligation, to buy a stock, bond, commodity, or other asset or instrument at a specified price within a specific time period.

Stock Price

The cost per share at which a company's stock is bought and sold in the stock market.

Dividend

A portion of a company's earnings distributed to shareholders, usually in the form of cash payments or additional stock.