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.

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Definitions:

Fault Scarp

A steep slope or cliff formed as a result of movement along a fault line, representing the visible expression of faulting.

Joint Set

A group of parallel, evenly spaced fractures or cracks in rocks, often resulting from the same stress regime.

Asymmetric Fold

A type of fold in the Earth’s strata that has one limb that is steeper than the other due to differential stresses.

Dip Slope

The gently inclined surface of a bedded rock, tilting in the same direction as the strata.