Most Customers Want to Achieve a Fair Solution Following a Service

question 123

Multiple Choice

Most customers want to achieve a fair solution following a service failure.All of the following factors affect a person's perceptions of "fairness" in these kinds of situations except

• A) the nature or severity of the service failure.
• B) the customer's experience with other firms.
• C) the firm's policy on service recovery.
• D) observed treatment of other customers.
• E) stories of service recovery told by friends and family.

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Definitions:

Normal Good

A type of good for which demand increases as the income of individuals increases, reflecting a direct relationship between income and demand.

Demand Curve

A graph showing the relationship between the price of a good or service and the quantity of it that consumers are willing to purchase at various prices.

Future Price Decline

The expectation that the price of goods or services will decrease in the future, often influencing consumer and business decisions.

Leftward Shift

In economic terms, a movement of the supply or demand curve to the left on a graph, indicating a decrease in supply or demand.