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Service Marketing, 2nd Edition by Pearson
book

Service Marketing, 2nd Edition by Pearson

by K. Rama Mohana Rao
May 2024
Beginner to intermediate content levelBeginner to intermediate
585 pages
24h 22m
English
Pearson India
Content preview from Service Marketing, 2nd Edition by Pearson
406 Services Marketing
contact employees throw the blame on consumers to save their skin. It
really hurts the consumers. Though some consumers accept the respon-
sibility at the situation, they carry the dissatisfaction as they could not get
the service rightly. Therefore, acknowledgement from the company side
relieves the customer pressure of guilty (if the customer doubts his/her
part in the failure) and develops value perception towards the company.
X Apologize: Apologizing sincerely to the aggrieved consumer often con-
tributes to reducing the intensity of the grievance. All consumer com-
plaints may not be correct or rational. Some consumers ...
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Publisher Resources

ISBN: 9781306254410