Effective Service Recovery Efforts Can Lead to All of the Following

question 57

Multiple Choice

Effective service recovery efforts can lead to all of the following EXCEPT

• A) increased purchase intentions.
• B) increased positive word of mouth.
• C) increased customer satisfaction.
• D) lower levels of satisfaction than prior to the service failures.
• E) increased dependence on technology to prevent future service failures.

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Definitions:

Rewarded Behaviour

A consequence or incentive given to promote a desired action or conduct.

Mere Observation

The process of learning or gaining insights by simply watching events or phenomena without direct involvement or interaction.

Violent Model

An example or representation that exhibits aggression and is used as a behavior guide in observational learning.

Aggression

Actions aimed at causing injury or frightening other individuals.