1. Sometimes the personal values of the category of complainers called passives prevent them from complaining about a service even when they should.
A. TRUE
B. FALSE

2. The category of complainers called irates has a very optimistic sense of the potential positive consequences of all types of complaining.
A. TRUE
B. FALSE

3. When in doubt as to how to treat a customer who has not been provided a service as promised, the service provider should always try to overcompensate that customer.
A. TRUE
B. FALSE

4. An example of outcome inequity occurred when Logan was rudely told he could not golf at a particular course because his clubs were not sanctioned by the U.S. Golf Association.
A. TRUE
B. FALSE