Answered: They are customers who may want to take…

They are customers who may want to take advantage of service recovery situations by causing inconvenience and stressing others

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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Question

They are customers who may want to take advantage of service recovery situations by causing inconvenience and stressing others *

a. loyal customers

b. empowered customers

c. jaycustomers

2. When managers generally overestimate the positivity of customer perceptions and as a result of their too-rosy picture, they fail to act when they should refer to ____ *

knowledge gap

policy gap

delivery gap

communication gap

perceptions gap

service quality gap

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