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:

Cyber-Stalking

The use of the internet or other electronic means to stalk or harass an individual, a group, or an organization.

Air Traffic Control

A service provided to regulate and monitor air traffic to ensure safety and efficient flow of aircrafts in the skies and on the ground.

RICO Act

The Racketeer Influenced and Corrupt Organizations Act, a U.S. federal law designed to combat organized crime by allowing prosecution of all individuals involved in a corrupt organization.

Arson

The willful or malicious act of causing the burning of another’s property.