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:

Random Effect

In statistical analysis, a variable that captures unobserved heterogeneity or randomness across subjects or entities.

Personality Tests

Assessments designed to measure and evaluate individuals' characteristic patterns of behavior, thoughts, and emotions to understand their personality.

Walter Mischel

A psychologist known for his research on personality and his influential work on the ability of children to delay gratification, demonstrated in the "marshmallow test."

Social Desirability

The tendency of individuals to present themselves in a manner that will be viewed favorably by others, often leading to distortion in self-report measures.