Which of the following are reasons why customer disappointment followed by service recovery may not be an appropriate strategy?
A)Service failures are often quite expensive to rectify.
B)Reliability is the most critical determinant of service quality.
C)Increased satisfaction only occurs after exceptional levels of service recovery.
D)Customers weigh their most recent experiences heavily in subsequent purchases.
E)All of the above

Question

Quizplus · Accepted Answer

All the options listed are valid reasons why relying on service recovery after customer disappointment may not be an appropriate strategy. Service failures can be costly to fix (A), reliability is crucial in service quality (B), heightened satisfaction typically requires exceptional recovery efforts (C), and customers often base future decisions on their most recent experiences (D), making it risky to depend on recovery efforts after a failure.

Which of the Following Are Reasons Why Customer Disappointment Followed