Many service organizations have comprehensive service recovery policies that are designed to restore customer franchise to its fullest.
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Q8: Customer service should be the responsibility of
Q9: Customer complaints or suggestions are often a
Q10: Enlightened service organizations anticipate the need for
Q11: Since all customers are equally attractive,a lost
Q12: The cost of retaining existing customers is
Q14: Customer service refers to all customer-provider interactions,including
Q15: A customer lifetime value approach is one
Q16: Enlightened service organizations devise plans to manage
Q17: Service recovery is the effort an organization
Q18: Research suggests that reducing customer defections by
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