Long-Term Customer Satisfaction,especially in the Face of Service Failures,requires Organizations

question 15

True/False

Long-term customer satisfaction,especially in the face of service failures,requires organizations to empower front-line service personnel to identify problems and then provide solutions quickly and an empathetic way.

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Definitions:

Predictive Events

Occurrences or signals that indicate the likely onset of another event or condition.

Surprising Events

Events that are unexpected and can have significant impacts on our psychological state or behavior.

AESOP Model

A theoretical framework or model, but without specific contextual details provided, it is difficult to determine its precise focus or application. NO.

Conditioned Stimulus

A previously neutral stimulus that, after becoming associated with an unconditioned stimulus, triggers a conditioned response.