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:

Useful Life

The estimated period over which an asset is expected to be usable by an organization, after which it is considered to be no longer useful for business operations.

Residual Value

The estimated worth or salvage value of an asset at the end of its useful life.

Net Income

The total profit of a company after all expenses, including taxes and operational expenses, have been deducted from total revenue; essentially, it's the bottom line of the income statement.

Average Rate

A term often used in finance to describe the mean rate of return or the mean rate of interest over a specified period.