The Key to Ensuring That a Customer Continues to Patronise

question 102

Multiple Choice

The key to ensuring that a customer continues to patronise the business after experiencing failures in service quality is ________.

• A)whether an actual individual can be blamed for the failure
• B)the dollar amount of the service in question must be low
• C)the number of employees who apologise
• D)the level of the individual who resolves the complaint
• E)the speed with which the complaint is resolved

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Definitions:

Motivated

Having a reason or reasons for acting or behaving in a particular way, often driven by internal or external forces.

Behavioral Autonomy

The capacity of an individual to make an independent choice and act based on personal motives or values.

Expectation

The anticipation of a specific outcome, event, or condition, influenced by previous experiences, beliefs, and psychological states.

Prefrontal Cortex

The region of the brain located at the front of the frontal lobes, involved in planning complex cognitive behavior, decision-making, and moderating social behavior.