When Customers Become Dissatisfied with the Service They Have Received

question 41

Multiple Choice

When customers become dissatisfied with the service they have received, service businesses must switch to the process of _____.

• A) service recovery
• B) service enhancement
• C) service delivery
• D) business process reengineering

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Definitions:

Producer Surplus

The difference between the amount producers are willing to accept for a good or service versus what they actually receive, usually measured above the supply curve up to the price level.

Price Ceiling

A legally established maximum price for a good or service, beyond which it cannot be sold.

Consumer Surplus

The difference between what consumers are willing to pay for a good or service and what they actually pay, representing their gained utility.

Supply Shift

A change in the quantity of a product or service that producers are willing and able to sell at all prices, due to factors like technology, production costs, or number of sellers.