Research has shown that customers evaluate complaint incidents in terms of the ________, the procedures used to arrive at those outcomes, and the nature of the interpersonal treatment during the process.

Question

Quizplus · Accepted Answer

Research shows that customers evaluate complaint incidents based on the outcomes they receive, the procedures used to arrive at those outcomes, and the nature of the interpersonal treatment during the process. Anger of the customer, personality of the manager, and monetary rewards may influence these factors, but they are not the primary focus of evaluation. Politeness of the contact may influence the nature of the interpersonal treatment, but it is not the only factor. Thus, option B is the best choice as it captures the primary evaluation criteria for complaint incidents.

Research Has Shown That Customers Evaluate Complaint Incidents in Terms