Most firms maintain customer complaint services online, in the store, or over the telephone. firms attempt to respond quickly to complaints, hoping to – 2017

Most firms maintain customer complaint services online, in the store, or over the telephone. Firms attempt to respond quickly to complaints, hoping to



a. offset performance risk with financial risk.
b. reduce the cost of postpurchase advertising.
c. get themselves into the universal set.
d. extend decision rules to the customer complaint desk.
e. minimize negative word of mouth and rumors.

e. minimize negative word of mouth and rumors.




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