Provision of 'desired service' increases satisfaction but,in the long run,customers may become used to it and consider it 'unanticipated service'.
Correct Answer:
Verified
Q39: Customer Relationship Management CRM involves
A)strategies and processes
Q40: Which service is considered the organisation's 'reason
Q41: Multiple communication channels should be available to
Q42: The only aim of quality customer service
Q43: Customer loyalty is built when customers return
Q45: Organisations are able to control all aspects
Q46: Quality comprises the goods or services only.
Q47: The Internet and email have not changed
Q48: Effective customer relationships are 'about inspiring loyalty
Q49: An organisation is able to focus on
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