Research Has Shown That a Successful Resolution of a Customer

question 109

Multiple Choice

Research has shown that a successful resolution of a customer complaint can:

• A)Restore customer confidence to the level it was before the service failure
• B)Make customers feel more positive about the firm than before the service failure
• C)Improve customer confidence but to nowhere near the level it was before the service failure
• D)None of the above

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Definitions:

Brand Scorecard

A strategic management tool used to monitor, measure, and manage a brand's performance against predetermined goals or benchmarks.

Brand Coolness

The perception of a brand being trendy, favorable, and appealing to its target demographic, often associated with cultural relevance.

Brand Relevance

Describes the degree to which a brand or product meets the needs and desires of its targeted consumers, influencing their purchase decisions.

Signalling Value

The information that a product, service, or action conveys to others, often used in marketing to indicate quality, status, or other desirable attributes.