Negative word-of-mouth communication can be harmful to a firm, because on the average someone who is unhappy with the service and talks to others about it will tell between _____ others about the bad experience.
A) 5 and 7
B) 10 and 11
C) 15 and 20
D) 25 and 30
Correct Answer:
Verified
Q185: Technical service quality is
A) the outcome of
Q186: Functional service quality is
A) the outcome of
Q187: For a medical service, the _ service
Q188: The process of deciding the cause of
Q189: Research has shown that only one out
Q191: If a customer who is satisfied with
Q192: The gap theory measures
A) levels of satisfaction
Q193: In measuring service quality, tangibles refer to
A)
Q194: In measuring service quality, reliability refers to
A)
Q195: In measuring service quality, responsiveness refers to
A)
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