When Service Failure Is Severe,the Recovery Efforts to Mend the Relationship

question 89

Multiple Choice

When service failure is severe,the recovery efforts to mend the relationship with the customer should be:

• A)delayed
• B)immediate
• C)reckless
• D)subdued

Understand how budget constraints affect consumer choices.

Identify the conditions under which a consumer is in equilibrium.

Understand the impact of changes in income on consumer utility maximization.

Recognize the role of diminishing marginal utility in consumer choice.

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Definitions:

Neurotic

A term describing individuals who are prone to emotional instability, anxiety, and other psychological stresses, but not to the extent of psychosis.

Big Five

A theory describing five broad dimensions of human personality traits: openness, conscientiousness, extraversion, agreeableness, and neuroticism.

Neuroticism

A personality trait characterized by a tendency to experience negative emotions, such as anxiety, depression, and anger, more frequently and intensely than others.

Openness to Experience

A personality trait characterized by a willingness to try new things and be open to new experiences.