1.Well-implemented retention strategies will have long-term success even if there is no solid base of service quality and customer satisfaction to build on.
A. TRUE
B. FALSE

2.Customers who experience a service failure and do not complain are more likely to make a repurchase than those who do complain.
A. TRUE
B. FALSE

3.The service recovery paradox states that all recovery service efforts deepen the long-term relationship between the customer and the service provider.
A:TRUE
B:FALSE

4.People who do not complain often believe that complaining is a waste of time and effort.
A. TRUE
B. FALSE