Compared to Customer Satisfaction, Customer Complaints Have a Greater Impact

question 9

Multiple Choice

Compared to customer satisfaction, customer complaints have a greater impact on

• A) the customer satisfaction measurement.
• B) the stock value gap.
• C) marketing communications planning.
• D) future business performance.
• E) future product development.

---

Definitions:

Generalized Anxiety Disorder

A mental health disorder characterized by persistent and excessive worry about various aspects of life, not tied to any specific object or situation.

Meta-analytic Research

A statistical technique that combines the results of multiple scientific studies to clarify findings and derive conclusions that can be generalized across research.

Relaxation Training

Techniques and exercises designed to help individuals reduce stress and physical tension, promoting relaxation.

Cognitive Therapy

A form of psychotherapy that focuses on identifying and challenging negative thought patterns to alter unwanted behavior and emotions.