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How Can Services Marketers Use Customer Complaints to Better Understand

question 125

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How can services marketers use customer complaints to better understand customer expectations?


Definitions:

Conduct Over Time

Refers to the patterns or manners of behavior that an individual or organization demonstrates consistently over a period.

Core Values

Fundamental beliefs or guiding principles that dictate behavior and action within an organization.

Cultural Ethos

The characteristic spirit, moral values, and customs of a community or society.

Moral and Ethical Codes

Principles and standards of behavior that guide individuals and organizations in making decisions that are considered right and good.

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