Stephanie sets up her new interior decorating business and advertises her expertise in high-quality draperies and other window treatments. One of her first customers is extremely dissatisfied with Stephanie's work, so Stephanie redoes the job at her own expense because she knows how powerful ____ is (are) for services and wants to stay in business.

Question

Quizplus · Accepted Answer

Word-of-mouth communication can greatly impact a service business, as dissatisfied customers are more likely to share their negative experiences with others. By redoing the job at her own expense, Stephanie is hoping to avoid negative word-of-mouth and maintain a good reputation for her business.

Stephanie Sets Up Her New Interior Decorating Business and Advertises