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5. a. Give explanation for customer complaint actions following service failure that shown in thefigure below (10) No complaint action Service failure Disfaction negative

5. a. Give explanation for customer complaint actions following service failure that shown in thefigure below (10) No complaint action Service failure Disfaction negative emotions Complain Complaint action Negative word of mouth Ex Stay switch Sy Third-party b. Many companies have learned the importance of providing excellent recovery for disappointed customer. Give explanation of 3 strategies that can be applied by companies in service recovery! (15)

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