Service defections are important in process control for services because:
A)No advertising is necessary to get the business of long-term customers
B)They are equally important to organizations that produce tangible outputs
C)A customer who takes their business elsewhere is analogous to a product defect
D)Long-time customers are more likely to purchase additional products
E)All of the above

Question

Quizplus · Accepted Answer

Service defections are important in process control for services because losing a customer is equivalent to a product defect in the tangible goods manufacturing industry. Customer satisfaction and retention are crucial for service-based businesses, and losing a long-term customer can have a significant impact on the success and reputation of the service provider.

Service Defections Are Important in Process Control for Services Because