Effective Service Recovery Efforts Can Lead to All of the Following

question 41

Multiple Choice

Effective service recovery efforts can lead to all of the following except

• A) increased purchase intentions.
• B) increased positive word of mouth.
• C) increased customer satisfaction.
• D) lower levels of satisfaction than prior to the service failures.
• E) increased dependence on technology to prevent future service failures.

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Definitions:

Net Income

Net income is the profit a company makes after deducting all its costs and expenses from its total revenue.

Statement of Stockholders' Equity

A financial statement that shows the changes in the value of a company's equity over a specific period.

Common Stock

Shares of ownership in a corporation, granting holders voting rights and a portion of profits in the form of dividends.

Balance Sheet

A financial statement that displays a company's assets, liabilities, and shareholders’ equity at a specific moment, showing the company's financial position.