A customer's evaluation of the service organization is not influenced by how a service employee reacts to situations involving unruly or potentially disruptive customers.

Question

Quizplus · Accepted Answer

A service employee's reaction to unruly or potentially disruptive customers can strongly influence a customer's evaluation of the service organization. A positive interaction with a difficult customer can increase trust and satisfaction, while a negative interaction can damage the customer's perception of the organization's competence and professionalism.

A Customer's Evaluation of the Service Organization Is Not Influenced