Research Has Shown That Customers Who Experience a Service Failure

question 46

Multiple Choice

Research has shown that customers who experience a service failure will __________ their satisfaction if the service provider makes a sincere recovery effort.

• A)decrease
• B)increase
• C)stay the same
• D)lower

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Definitions:

Managers

Individuals responsible for planning, leading, organizing, and controlling an organization or team to achieve specific goals.

Effective Use

Refers to the optimal application and utilization of resources or strategies to achieve desired outcomes efficiently.

Punishment

A consequence that is imposed following undesirable behavior, intended to discourage that behavior in the future.

Workplace

is a location, physical or virtual, where employees perform their job duties and interact for the purpose of achieving organizational goals.