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.

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Definitions:

Unfamiliar Culture

A culture that an individual has not been exposed to, leading to potential lack of understanding or knowledge about its practices and norms.

Ethnocentrism

The tendency to believe that one's own culture or ethnic group is superior to others, which can lead to biased judgments and interactions with people from different backgrounds.

Cultural Preference

Refers to the predispositions and choices influenced by an individual's cultural background, affecting various aspects of behavior and decision-making.

Superior

An individual who holds a higher position or rank, often having authority over others within an organizational hierarchy.