Negative Critical Incidents, If Handed Properly, Can Enhance Customer Satisfaction

question 11

True/False

Negative critical incidents, if handed properly, can enhance customer satisfaction and loyalty.

---

Definitions:

Monthly Series

A sequence of data points or observations recorded or collected monthly, often used in economic, financial, or performance analysis.

Smoothing Constant

The weighting factor, α, used in an exponential smoothing forecast, a number between 0 and 1.

Weighting Factor

A coefficient that assigns relative importance or influence to various elements in quantitative analysis or in making predictions.

Weighted Moving Average

A calculation that averages a set of numbers, giving different weights to each value, commonly used in finance and forecasting.