Which of the following statements is true of service failures?
A)They can be eliminated by successful market segmentation.
B)Retailers cannot recover from service failures.
C)They can be solved by cancelling return policies.
D)If handled effectively, they will result in customer loyalty.

Question

Which of the following statements is true of service failures?
A)​They can be eliminated by successful market segmentation.
B)Retailers cannot recover from service failures.​
C)They can be solved by cancelling return policies.​
D)If handled effectively, they will result in customer loyalty.​

Quizplus · Accepted Answer

Service failures, if handled effectively, can actually lead to increased customer loyalty. When a customer has had a negative experience, addressing the issue promptly and offering a solution can turn a dissatisfied customer into a loyal advocate for the brand. Successful market segmentation, cancelling return policies, and retailers being unable to recover from service failures are all incorrect statements.

Which of the Following Statements Is True of Service Failures