Which of the following represents a cost of service failure?
A)Negative word of mouth
B)Decreased trust and loyalty
C)Diminished customer value
D)Re-doing original service
E)All of the above

Question

Quizplus · Accepted Answer

All of the given options are costs of service failure. Negative word of mouth can damage a company's reputation and lead to a decrease in new customers, decreased trust and loyalty can lead to a loss of repeat business, diminished customer value can lead to lower perceived quality and willingness to pay, and re-doing original service requires additional time and resources.

Which of the Following Represents a Cost of Service Failure