Effective Service Recovery Efforts Can Lead to All of the Following

question 41

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.

Identify the key principles and techniques used in cognitive and behavior therapies.

Understand the importance of therapist-client interactions in different therapeutic modalities.

Recognize the role of irrational beliefs and cognitive restructuring in rational-emotive therapy.

Understand the concept of unconditional positive regard in person-centered therapy.

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Definitions:

Insider

Someone who has access to confidential or exclusive information, typically within a corporation or similar organization.

Relative

A person who is connected to another by blood or marriage.

Debtor

An individual or entity that owes money to another entity.

False Confessions

The act of admitting to a crime one did not commit, often due to external pressures during interrogations.