What are the three most common critical incidents during service encounters, which cause customers to switch to other services?
A) failures in the service itself, negative employee actions, and unsatisfactory employee response to service failures
B) failures in the product, disappointment with the product, and lack of care
C) lack of focus on the end goal, lack of employee attentiveness, and disinterest in the product
D) failures in the response to service failure, lack of understanding the organizational goals, and failures in the product

Question

Quizplus · Accepted Answer

The three most common critical incidents that cause customers to switch to other services are failures in the service itself, negative employee actions, and unsatisfactory employee response to service failures. This is because these incidents directly impact the customer's experience with the service and their perception of the service provider's ability to meet their needs.

What Are the Three Most Common Critical Incidents During Service