Would You Agree or Disagree with the Following Statement? "It's

question 342

Essay

Would you agree or disagree with the following statement? "It's a lot cheaper and easier to keep existing customers than to try to find new ones." Explain your answer.

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Definitions:

Service Failure

Occurs when a service does not meet the customer's expectations, often leading to dissatisfaction.

Service Recovery

Service recovery involves a company's response to a service failure, aiming to address the issue and restore customer satisfaction.

Distributive Fairness

The perceived fairness of the outcomes of a decision-making process, including the allocation of resources or rewards among stakeholders.

Procedural Fairness

The perception that the processes and methods used to make decisions and resolve disputes are fair and impartial.