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:

Advanced Directives

Legal documents that allow individuals to outline their preferences for medical care, in case they become unable to make their own decisions.

Moral Principle

A foundational belief that guides behavior and helps distinguish right from wrong.

Autonomy

Autonomy refers to the ability or right of individuals or groups to make their own choices and decisions, free from external control or influence.