Research Suggests That Most of the Guests Who Complain

question 17

Multiple Choice

Research suggests that most of the guests who complain

• A) are satisfied with the organization's efforts to resolve the complaint
• B) eventually become evangelists on behalf of the organization
• C) complain again if the problem is not fixed
• D) are dissatisfied with the organization's efforts to resolve the complaint

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Definitions:

Psychological Needs

Essential emotional or psychological requirements for well-being and proper development, including needs for belonging, esteem, and self-actualization.

Suspend Judgment

Temporarily refraining from making a decision or forming an opinion until all evidence and facts are known.

Ethnocentrism

The belief in the inherent superiority of one's own ethnic group or culture, often resulting in prejudice against other groups.

Enculturation

The process by which people learn the dynamics of their surrounding culture and acquire values and norms appropriate or necessary in that culture.