Research has shown that only 1 out of every 25 dissatisfied customers voice a complaint. The other 24
A) continue to patronize the firm, but say nothing about what happened
B) will occasionally patronize the firm hoping it will get better
C) demonstrate their displeasure by switching to a different service provider
D) tell others about the poor service and/or switch firms
Correct Answer:
Verified
Q100: The outcome of the service encounter is
A)
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Q107: In measuring service quality, _ refer(s) to
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