Effective service recovery efforts can lead to all of the following except
A) increased purchase intentions.
B) increased positive word of mouth.
C) increased customer satisfaction.
D) lower levels of satisfaction than prior to the service failures.
E) increased dependence on technology to prevent future service failures.

Question

Quizplus · Accepted Answer

Effective service recovery efforts focus on restoring customer satisfaction and loyalty, not on increasing dependence on technology.

Effective Service Recovery Efforts Can Lead to All of the Following