Janet sets up her new interior decorating business and advertises her expertise in high-quality draperies and other window treatments.One of her first customers is extremely dissatisfied with Janet's work,so Janet redoes the job at her own expense because she knows how powerful ____ is (are)for services and wants to stay in business.

Question

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Word-of-mouth communication, or recommendations and reviews from satisfied customers, is a powerful tool for service businesses. Janet knows that if she delivers poor quality work, the dissatisfied customer could spread negative word-of-mouth and harm her business. By redoing the job at her own expense, Janet is hoping to turn the dissatisfied customer into a satisfied one who will then spread positive word-of-mouth about her business.

Janet Sets Up Her New Interior Decorating Business and Advertises