Final answer:
A customer who experiences a positive problem resolution tends to be more loyal than one who hasn't had any issues; an example of this is how the lunch-hour manager at a fast food restaurant resolved confusion with floor markings, leading to increased efficiency and customer satisfaction.
Step-by-step explanation:
Research clearly shows that the customer who experienced a positive problem resolution remains more loyal than the customer who has never experienced a problem. This is because a well-handled resolution can significantly increase customer satisfaction and loyalty. In the given situation at Gavi's Fast Food Restaurant, the lunch-hour manager was faced with dissatisfied customers due to a confusing payment line system. As a result, the manager took decisive actions by acquiring floor markings to guide the customers to the appropriate line, which led to the elimination of line-up complaints, alleviating clerk stress, and increasing the efficiency of service during peak times.