Researchers Ingram and Chung (1997) Recommend Not Focusing Only on the Problems

Multiple Choice

Researchers Ingram and Chung (1997) recommend not focusing only on the problems of dissatisfied clients, but recommend working toward a goal of 90% being maximally satisfied.Why did they suggest this?

A) because these studies are too expensive to continue until you reach 100% maximally satisfied
B) because customer relation studies they found indicated that clients who are extremely displeased will never completely give up their bad feelings about an agency
C) because they were realistic about program evaluation and know that most consumers rate services as low
D) they state that program evaluation is not a very exact science and so the error rate is at least 10%