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:

Same Sex Marriage

A legally recognized marriage between two individuals of the same sex, afforded the same rights and responsibilities as a marriage between individuals of opposite sexes.

Due Process Clause

A constitutional guarantee under the 14th and 5th amendments that governmental actions against individuals must follow fair procedures.

Fourteenth Amendment

An amendment to the U.S. Constitution that addresses citizenship rights and equal protection under the law.

Same Sex Marriage

The legally or socially recognized marriage between two people of the same biological sex or gender identity.