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2. As a manager, how would you deal with the possibility that customer satisfaction does not always lead to customer retention?

2. As a manager, how would you deal with the possibility that customer satisfaction does not always lead to customer retention?

Practical Management Science
Practical Management Science
6th Edition
ISBN:9781337406659
Author:WINSTON, Wayne L.
Publisher:WINSTON, Wayne L.
Chapter2: Introduction To Spreadsheet Modeling
Section: Chapter Questions
Problem 20P: Julie James is opening a lemonade stand. She believes the fixed cost per week of running the stand...
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1. A computer repair shop had received several complaints on the length of time it took to make repairs. The manager responded by increasing the repair staff by 10 percent. Complaints on repair time quickly decreased, but then complaints on the cost of repairs suddenly increased. Oddly enough, when repair costs were analyzed, the manager found that the average cost of repair had decreased relative to what it was before the increase in staff. What are some possible explanations for manager contemplate? the complaints, and what actions might the 397 loy no 2. As a manager, how would you deal with the possibility that customer satisfaction does not always lead to customer retention? edgit zih ou
Transcribed Image Text:1. A computer repair shop had received several complaints on the length of time it took to make repairs. The manager responded by increasing the repair staff by 10 percent. Complaints on repair time quickly decreased, but then complaints on the cost of repairs suddenly increased. Oddly enough, when repair costs were analyzed, the manager found that the average cost of repair had decreased relative to what it was before the increase in staff. What are some possible explanations for manager contemplate? the complaints, and what actions might the 397 loy no 2. As a manager, how would you deal with the possibility that customer satisfaction does not always lead to customer retention? edgit zih ou
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