What is the objective of the study presented in the text? a. To analyze the impact of service failures on customer retention in the retail sector...
What is the objective of the study presented in the text?
a. To analyze the impact of service failures on customer retention in the retail sector.
b. To identify the nature and types of errors specific to each sector and develop effective prevention and recovery mechanisms.
c. To investigate the behavior of service consumers in situations of errors and how companies respond to customer complaints.
d. To understand the importance of customer satisfaction and loyalty in the retail sector and the role of recovery strategies in achieving them.
a. To analyze the impact of service failures on customer retention in the retail sector.
b. To identify the nature and types of errors specific to each sector and develop effective prevention and recovery mechanisms.
c. To investigate the behavior of service consumers in situations of errors and how companies respond to customer complaints.
d. To understand the importance of customer satisfaction and loyalty in the retail sector and the role of recovery strategies in achieving them.
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Ed 
O objetivo do estudo apresentado no texto é analisar o impacto das falhas no serviço na retenção de clientes no setor varejista. Portanto, a alternativa correta é a letra A.
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