Which of the following should not be done with service customers when they are aggrieved with a service failure?

Related MCQs

• 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?
• Customers should be retained by a service business because retained customers (Choose the false statement)
• Successful service companies focus their attention on both their customers and their employees.They understand ___________________, which links service firm profits with employee
• Part of the problem when transforming from full-service to self-service is that businesses tend toforget why customers might prefer using full-service options in the first place. This is consistent withwhich of the following guidelines for increasing customer participation:
• A service organization can deliver quality service to its customers if it follows a systematic method in identifyingthecustomers‘ needs. Christopher Lovelock suggested that the various supplementary services offered acrossvarious industries can be grouped into eight categories. Which of the following is not one of these categories?
• The Perceived Service Quality means that the perceived or experienced service is not consistent with the expected service. This gap results in the following: Which one is NOT true?
• The Perceived Service Quality means that the perceived or experienced service is not consistentwith the expected service. This gap results in the following: Which one is NOT true?
• 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: -
• 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.