Multiple Choice
Which of the following statements about service failure and service recovery is true?
A) Those customers who never complain are as likely to repurchase as those who had a satisfying service experience
B) Resolving customer problems effectively has a strong impact on customer satisfaction and loyalty
C) All firms employ effective recovery strategies
D) Effective service recovery should not be expected to improve overall service performance
E) All of the above statements about service failure and recovery are true
Correct Answer:
Verified
Correct Answer:
Verified
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