The ___ describes the phenomenon where customers who experience an excellent service __ after a ___ feel are even more satisfied than customers who had no problem in the first place * a. service recovery paradox - service recovery - service failure b. service recovery, service recovery paradox - service failure c. service recovery, service failure, service recovery paradox
The ___ describes the phenomenon where customers who experience an excellent service __ after a ___ feel are even more satisfied than customers who had no problem in the first place * a. service recovery paradox - service recovery - service failure b. service recovery, service recovery paradox - service failure c. service recovery, service failure, service recovery paradox
Principles Of Marketing
17th Edition
ISBN:9780134492513
Author:Kotler, Philip, Armstrong, Gary (gary M.)
Publisher:Kotler, Philip, Armstrong, Gary (gary M.)
Chapter1: Marketing: Creating Customer Value And Engagement
Section: Chapter Questions
Problem 1.1DQ
Related questions
Question
1. The ___ describes the phenomenon where customers who experience an excellent service __ after a ___ feel are even more satisfied than customers who had no problem in the first place *
a. service recovery paradox - service recovery - service failure
b. service recovery, service recovery paradox - service failure
c. service recovery, service failure, service recovery paradox
2. Displaying performance on the firm's quality standards through surveys and customer advisory panels are examples of ___ of service quality *
a. hard measures
b. soft measures
c. control chart metric
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