Question

Which of the following statements is true about service failure?

A) Service failure always leads to customer dissatisfaction.
B) Service failure can be effectively addressed by ignoring customer feedback.
C) Service failure is unrelated to customer expectations.
D) Service failure management is essential for customer satisfaction.

Answer 1

Service failure management is essential for customer satisfaction and ignoring customer feedback is not effective.

Step-by-step explanation:

Service failure management is essential for customer satisfaction. This means that option D is the correct statement about service failure. When a service failure occurs, it can lead to customer dissatisfaction, but it is not always the case. The way a business handles the failure and addresses customer concerns can greatly impact the level of satisfaction. Ignoring customer feedback, as stated in option B, is not an effective approach to addressing service failure. Customer expectations, as stated in option C, are directly related to service failure. When a customer's expectations are not met, it can result in a service failure.