Sometimes firms have service encounters that fail because of ___________,who intentionally or unintentionally act in a way that is disruptive,rude,or aggressive.
A) Profitable customers
B) Dysfunctional customers
C) Friends
D) Strangers
E) Heterogeneous customers

Question

Quizplus · Accepted Answer

Dysfunctional customers can intentionally or unintentionally act in a way that is disruptive, rude, or aggressive, leading to failed service encounters. Profitable customers, friends, strangers, and heterogeneous customers may also contribute to service failures, but they are not necessarily always disruptive, rude, or aggressive in their behavior.

Sometimes Firms Have Service Encounters That Fail Because of ___________,Who