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After sending registered letters to the roofing company, numerous attempts to contact the president ...

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After sending registered letters to the roofing company, numerous attempts to contact the president ...

Question 1.

I have switched my dry cleaning provider because the cleaner did not perform up to my standards. This is an example of which of the following factors leading to customer switching behavior?

• Response to service failure

• Core service failure

• Competition

• Involuntary switching

• Service encounter failure

Question 2.

After sending registered letters to the roofing company, numerous attempts to contact the president of the company by phone, and sending copies of the complaint to the Better Business Bureau, you finally received a response from the firm that did not satisfy you. In desperation, you decided to have another company complete the repairs to your home. This is an example of what kind of customer switching behavior on your part?

• Response to service failure

• Service encounter failures

• Competition

• Involuntary switching

• Inconvenience

Textbook

Marketing Management

Edition: 13^th

Authors: Kotler, Keller

Read 85 times

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jfinn1021

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More solutions for this book are available here

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lurielbank Author

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5 years ago

I appreciate what you did here, answered it right Smiling Face with Open Mouth

dedricgard

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Helped a lot

Katey_maree

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Thanks

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