The Majority of Dissatisfied Customers

question 16

Multiple Choice

The majority of dissatisfied customers:

• A) do not complain to the service provider.
• B) tell numerous others about the problem.
• C) can be kept as customers if the problem is resolved.
• D) all of the above.
• E) none of the above.

---

Definitions:

Seniority-Based

A system or practice where decisions on promotions, layoffs, and benefits are made based on the length of an employee's service within an organization.

Union-Mandated

Requirements or actions imposed by labor unions, often through collective bargaining or union regulations, that employers must follow.

Management Rights

The prerogatives and authorities held by employers to direct and control business operations, including hiring, work assignments, and discipline.

Lean Production

A manufacturing methodology aiming at minimizing waste and maximizing efficiency by using less of everything compared to mass production.