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The people who are least likely to complain tend to be better educated, have higher income, are more socially involved, and have more service knowledge *   True False

The people who are least likely to complain tend to be better educated, have higher income, are more socially involved, and have more service knowledge *   True False

Principles Of Marketing
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
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The people who are least likely to complain tend to be better educated, have higher income, are more socially involved, and have more service knowledge *
 
True
False
Fallacy
 
2. 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
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