The single greatest cause of customer dissatisfaction is either outright technical failure of a self-service interface or cases where the technology fails to work properly.
Correct Answer:
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Q6: The decision to minimize the possibility of
Q7: Technology plays a key role in how
Q8: The primary source of dissatisfaction when using
Q9: Customer marketing efforts both cater to a
Q10: Customer satisfaction is driven by the improvement
Q12: The majority of customer encounters experienced by
Q13: By building in redundancy and the ability
Q14: There is an increased economic value to
Q15: The level of customer participation will directly
Q16: Service recovery is the ability of an
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