Effective Service Recovery Efforts Can Lead to All of the Following

question 41

Multiple Choice

Effective service recovery efforts can lead to all of the following except

• A) increased purchase intentions.
• B) increased positive word of mouth.
• C) increased customer satisfaction.
• D) lower levels of satisfaction than prior to the service failures.
• E) increased dependence on technology to prevent future service failures.

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Definitions:

Loyalty

A strong feeling of support or allegiance towards someone or something.

Personally Profit

Gaining financial or material benefit for oneself from a situation or activity, often at the expense of ethics or other obligations.

Partnership Transaction

A business operation or deal undertaken by a partnership that is in line with the objectives and interests of the business.

Good Faith

Acting with honest intentions without seeking to take unfair advantage of another.