Which of the Following Statements About Customer Service Is True

question 148

Multiple Choice

Which of the following statements about customer service is true?

• A) A customer service rep may have to deal with a customer problem that is due to a customer error, not just an error by the company.
• B) Customer service is the service part of the benefit that a customer gets when purchasing a physical good.
• C) Customer service costs are likely to decrease a firm's customer equity.
• D) Customer service is more important for winning customers than for keeping customers.
• E) From a firm's perspective, customer service is a necessary evil but isn't likely to cost the firm anything.

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Definitions:

Dispositional Attributions

The tendency to attribute someone's behavior to their personality, traits, or disposition rather than situational factors.

Attributional Style

An individual's characteristic way of explaining the causes of events, which can influence their motivation, emotions, and behaviors in various contexts.

Attribution Theory

A psychological framework for understanding how individuals infer the causes of others' behavior, whether attributing it to internal dispositions or to external situations.

Fundamental Attribution Error

The tendency to overemphasize personality-based explanations for behaviors observed in others while underemphasizing the role of situational factors.