According to the Textbook, One Study Has Indicated That If

question 77

Multiple Choice

According to the textbook, one study has indicated that if a company fails to deal with customers and prospects that complain those customers will tell on average of how many people?

• A) one
• B) two
• C) five
• D) ten

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Definitions:

Reciprocity/Obligation Approach

A social exchange principle suggesting that individuals feel compelled to return favors or respond in kind to the actions of others.

Appropriateness

The degree to which an action, response, or behavior matches the expected norms or circumstances.

Reciprocity/Obligation Rule

The social norm of responding to a positive action with another positive action, fostering mutual benefit.

Rejection-Then-Retreat Approach

A persuasive technique where an initially larger request is made knowing it will be rejected so that a smaller request (the desired outcome) seems more reasonable.