Which of the Following Are Reasons Why Customer Disappointment Followed

Multiple Choice

Which of the following are reasons why customer disappointment followed by service recovery may not be an appropriate strategy?

A) Service failures are often quite expensive to rectify.
B) Reliability is the most critical determinant of service quality.
C) Increased satisfaction only occurs after exceptional levels of service recovery.
D) Customers weigh their most recent experiences heavily in subsequent purchases.
E) All of the above