Dissatisfied individual and business customers often tend to complain to the organization about the problems.
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Q5: In the context of the gap model,a
Q6: According to the Kano Model,"satisfiers" are the
Q7: Complaints allow an organization to learn about
Q13: The "reliability" dimension of a service depends
Q14: Customer-focused organizations empower their front-line people to
Q15: Customers who are merely satisfied may often
Q16: The needs and expectations of external customers
Q20: In the context of the dimensions of
Q20: Loyal customers are more costly to do
Q24: Which of the following is true of
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