Question: Question 1 1 ( 3 points ) Which of the following is FALSE? Many moments of truth in service encounters are vulnerable to breakdowns. Effective

Question 11(3 points)
Which of the following is FALSE?
Many "moments of truth" in service encounters are vulnerable to breakdowns.
Effective service recovery can lead to customer loyalty via the service recover paradox.
Common service characteristics can greatly increase chance of service failures occurring.
How well a firm handles complaints and resolves problems frequently determines whether it builds customer loyalty.
When customers are dissatisfied, they can take some form of public action, private action, or no action.
Question 11(3 points) Which of the following is FALSE? Many "moments

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