Which of the Following Statements About Service Failures Is MOST

question 34

Multiple Choice

Which of the following statements about service failures is MOST accurate?

• A) Only 5-10% of dissatisfied customers choose to complain to the company.
• B) Once customers complain, they expect all of their demands to be met.
• C) Only 20% of consumers will give a company a second chance if they are not fully satisfied during the first encounter.
• D) People are twice as likely to share good service experiences as bad experiences.
• E) Monitoring social media websites such as YouTube, Twitter, and Facebook are a waste of time since the complaints presented are usually isolated instances and are not indicative of the actual service delivered.

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Definitions:

Congress

The national legislative body of a country, particularly in the United States, consisting of the Senate and the House of Representatives.

Federal Reserve

The central banking system of the United States, responsible for monetary policy, regulating banks, and ensuring financial stability.

Commercial Banks

Commercial banks are financial institutions that accept deposits, offer checking account services, and make loans to individuals and businesses.

Reserve Requirements

Regulations set by central banks determining the minimum amount of reserves that must be held by a commercial bank.