Critical thinking
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- One manager says, “When a company provides great service, its reputation benefits from a stronger emotional connection with its customers, as well as from increased confidence that it will stand behind its products.” Do you agree? Explain. If so, describe a positive service experience you have had with a company and your impressions of that business. What are the implications of a company providing poor customer service? Once again, describe a negative service experience you have had with a company and your impressions of that business. How likely are you to do business with that company again?
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