What Are the Factors Customers Consider When They Evaluate the Resolution

question 109

Multiple Choice

What are the factors customers consider when they evaluate the resolution of a complaint?

• A) The cost and the result desired
• B) The severity of the complaint and the importance of the store to the customer
• C) How it is dealt with and when it is dealt with
• D) The price/quality trade-off and degree of fairness
• E) Distributive fairness and procedural fairness

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Definitions:

Frontal Lobe

The part of the brain located at the front of each cerebral hemisphere, responsible for voluntary movement, reasoning, planning, and problem-solving.

Self-Awareness

The awareness of one's own personality, emotions, motivations, and wishes.

Self-Esteem

A measure of how much value people place on themselves, often reflecting confidence and satisfaction in one's own abilities and worth.

Downward Comparison

A social comparison strategy where individuals compare themselves with others who are less well off in order to boost their own self-esteem.