How Can Services Marketers Use Customer Complaints to Better Understand

question 125

Essay

How can services marketers use customer complaints to better understand customer expectations?

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Definitions:

Total Liabilities

The combined amount of debts and obligations that a company owes at a certain point in time.

Book Value

The net value of an asset calculated as the original cost minus depreciation, amortization, or impairment costs.

Cash Dividends

Payments made by a company out of its profits to its shareholders, typically in the form of cash.

Preferred Shares

A class of ownership in a corporation that has a higher claim on assets and earnings than common shares, usually with fixed dividends.