Customer dissatisfaction resulting from service failure could lead to ______.
A)positive publicity
B)gaining trust of customers
C)negative publicity
D)increased employee commitment

Question

Quizplus · Accepted Answer

When customers are dissatisfied due to service failure, they are likely to share their negative experiences with others, which could result in negative publicity for the company. Positive publicity and increased employee commitment are unlikely to result from customer dissatisfaction caused by service failure. While gaining trust of customers is important, it is unlikely to be the immediate result of customer dissatisfaction resulting from service failure.

Customer Dissatisfaction Resulting from Service Failure Could Lead to ______