______ are customers who have an above average propensity to complain.

Related MCQs

• Customers should be retained by a service business because retained customers (Choose the false statement)
• Service organizations often tend to ignore the feeling of customers when they are kept waiting. —The psychology of waiting lines“ is an article written by David Maister with various principles to provide more insights into ‘waiting‘ for both customers as well as service providers. Which of the following is not true about the principlesof waiting?
• _____________ occurs when a company intentionally uses services as the stage, and goods as theprops, to engage individual customers in a way that creates a memorable event.
• In the service system, customers may specify their needs and expectations to the service provider. Such specifications are called
• The ability of the service provider and his employees to use their knowledge and courteous behavior to instill trust and confidence in customers regarding the service is referred to as: -
• Successful service companies focus their attention on both their customers and their employees.They understand ___________________, which links service firm profits with employee
• In the absence of a physical product, service providers need to consider the use of______________ that enable customers to make a judgment on the service quality.
• Loyal customers offer advantages with regard to:
• Which of the following should not be done with service customers when they are aggrieved with a service failure?
• What is the process of offering customized services to individual customers by using flexible processes, without foregoing the advantages of mass production?