The Second Law of Service suggests that?
A) It is easy to play catch-up
B) Satisfaction = perception - expectation
C) Perception = satisfaction - expectation
D) It is difficult to play catch-up

Question

Quizplus · Accepted Answer

The Second Law of Service suggests that it is difficult to play catch-up. This means that if a customer's expectations are not met, it is challenging for a business to fix the situation and restore their satisfaction. It is much easier for a company to consistently meet or exceed customer expectations from the beginning rather than trying to make up for a past disappointment.

The Second Law of Service Suggests That