According to Harrison 2001,customers Often

question 65

Multiple Choice

According to Harrison 2001,customers often

• A)do not take the time to complain about unmet expectations
• B)need more time to complain
• C)ask for more service than can reasonably be expected
• D)all of the above

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Definitions:

Boundary Roles

Positions within an organization that involve interaction with external entities or stakeholders, bridging internal and external organizational environments.

Public Relations

The practice of managing the spread of information between an organization and the public, aiming to create and maintain a positive image and strong relationships with the audience.

Telephone Installer

A technician specialized in setting up and maintaining telephone systems and services.

Negative Affectivity

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