When an Employee in a Business Treats a Customer Poorly

question 56

True/False

When an employee in a business treats a customer poorly, that customer usually does not complain; however, she does tell her "horror story" about that business to more than 10 other people.

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Definitions:

Dyadic Construct

A concept or phenomenon that is understood within the framework of a two-person relationship or interaction.

Mission Commitment

The degree to which members of an organization are dedicated to its purpose and goals.

Mediating Process

A mechanism or sequence of events through which one variable exerts an influence on another variable within a causal framework.

Beneficial or Adverse

This term refers to outcomes or effects of actions or policies that can either be positive (beneficial) and contribute to the intended goals, or negative (adverse), and detract from those goals.