The manner in which service failures are handled will have a greater impact on future purchase behavior than the original bad experience.
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Q140: Future behaviors of customers who are satisfied
Q141: Customers look at two factors in determining
Q142: Evaluation of service quality is made along
Q143: Instead of using the gap theory to
Q144: A service failure is defined as an
Q146: Many companies enter the resolution stage of
Q147: The amount of weight customers place on
Q148: Research has estimated that between 65% and
Q149: All of the following factors have led
Q150: In terms of service characteristics, _ refers
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