Official 42 Lec 4
Question 5 of 6
What point does the professor make when she mentions a fast-food restaurant?

A.

Service failures should be analyzed from the service provider’s perspective

B.

A customer’s reaction to a service failure can vary under different circumstances

C.

It is important for service managers to identify the source of a service failure

D.

Some service industries are more vulnerable than others to service failures

正确答案:B

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