The Term_______ Refers to Restoring Customer Satisfaction to Strongly Dissatisfied

question 5

Multiple Choice

The term_______ refers to restoring customer satisfaction to strongly dissatisfied customers.

• A) service recovery
• B) service enhancement
• C) customer focus
• D) customer reengineering
• E) relationship marketing

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Definitions:

Independent Variable

The variable in an experiment or study that is manipulated or changed to observe its effects on the dependent variable.

Sum Of Squares

A statistical technique used in regression analysis to determine the dispersion of data points.

Regression

A statistical method used to examine the relationship between one or more independent variables and a dependent variable.

Dependent Variable

The variable in an experimental setting that is expected to change in response to manipulations in the independent variable.