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:

Social Trap

Situations in which individuals or groups make decisions that seem beneficial in the short term but lead to negative outcomes in the long term for themselves and/or others.

Superordinate Goals

Shared goals that necessitate cooperative effort and can reduce conflict between groups by aligning their interests.

Reciprocity Norm

A social norm that expects individuals to help those who have helped them, fostering cooperative and mutually beneficial interactions.

Landfills

Designated areas where waste is disposed of by burial, considered the oldest form of waste treatment.