Which of the Following Statements About Service Failures Is MOST

question 65

Multiple Choice

Which of the following statements about service failures is MOST ACCURATE?

• A)Only 5-10% of dissatisfied customers choose to complain to the company.
• B)Once customers complain,they expect all of their demands to be met.
• C)Only 20% of consumers will give a company a second chance if they are not fully satisfied during the first encounter.
• D)People are twice as likely to share good service experiences as bad experiences.
• E)Monitoring social media websites such as YouTube,Twitter,and Facebook are a waste of time since the complaints presented are usually isolated instances and are not indicative of the actual service delivered.

---

Definitions:

Compensating Balance

A minimum account balance that a borrower must maintain as a condition for a bank loan, often to compensate the bank for extending credit.

Interest Rate

Interest Rate is the proportion of a loan that is charged as interest to the borrower, typically expressed as an annual percentage of the loan outstanding.

Effective Annual Interest Rate

The real return on an investment after accounting for the effect of compounding interest over a period.

Inventory Period

The average time it takes for inventory to be sold and replaced over a period, indicating the efficiency of a company's inventory management.