Taking a "you" perspective in the face of a mistake ________
A) results in the customer ending all business relations with the company
B) is considered to be harmful for future business
C) results in angry customers
D) is ethical and a good business decision
E) must be avoided
Answer: D
Explanation: D) Taking a "you" perspective in the face of a mistake is not only ethical, but also a good business decision. A strategically worded apology can improve a company's public image, facilitate forgiveness, and even decrease damages if a case goes to court.
You might also like to view...
What are the characteristics of relational partnerships?
What will be an ideal response?
One of the problems facing B2B on the Web is that many firms often impose more stringent requirements on their online business partners than they do on non-online partners
Indicate whether the statement is true or false
Explain how marketers are using the Web for international business
What will be an ideal response?
What is the inconsistency called that creates discomfort that leads us to alter our attitudes, beliefs, or behaviors in order to restore harmony?
A. cognitive appraisal B. congruous thoughts C. cognitive dissonance D. self-awareness