Multiple Choice
In the context of service recovery, which of the following should businesses do when customers respond aggressively to a problem?
A) Remind customers of their contract of purchase
B) Give customers choices to allow them to feel in control of the situation
C) Give customers a rational response explaining the situation
D) Offer customers a discount on all the products to rebuild their satisfaction levels
E) Sincerely apologize to the customers
Correct Answer:
Verified
Correct Answer:
Verified
Q2: Which of the following statements is true
Q3: In the context of disposition, describe motivation
Q4: When a consumer is highly motivated to
Q5: Post-decision dissonance is a feeling of elation
Q6: In the context of customer satisfaction, low-involvement
Q8: Briefly explain the customer-retention strategy.
Q9: Voicers are angry consumers who engage heavily
Q10: When consumers are highly motivated to learn,
Q11: In the context of disposition, briefly discuss
Q12: Market share turns out to be a