Enlightened service organizations devise plans to manage service failures.
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Q11: Since all customers are equally attractive,a lost
Q12: The cost of retaining existing customers is
Q13: Many service organizations have comprehensive service recovery
Q14: Customer service refers to all customer-provider interactions,including
Q15: A customer lifetime value approach is one
Q17: Service recovery is the effort an organization
Q18: Research suggests that reducing customer defections by
Q19: Even after elevating customer service to a
Q20: Proactive customer service is a valuable information
Q21: A moment of truth is any contact
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