9 Answer
(Choose 1 answer)
All EXCEPT which of the following are reason that service guarantees are powerful tools for both promoting and achieving service quality?
A. Guarantees reduce consumer complaining, increasing customer satisfaction and information from customers.
B. Guarantees force firms to focus on what their customers want and expect in each element of the service.
C. Guarantees set clear standards, telling customers and employees alike what the company stands for.
D. Guarantees building "market muscle" by reducing the risk of the purchase decision and developing long-term loyalty.
E. Guarantees force service organizations understand why they fail and encourage them to identify and overcome potential fail points.
Finish
