It is more expensive to retain an existing customer than to recruit a new customer. True False Question 6 A service guarantee informs the customer that they are trusted by the firm since it is offered with the full knowledge that some customers may attempt to take unfair advantage of the guarantee. True False Question 7 The personal dimension of empowerment Involves establishing strict guidelines for employees to follow for every potential customer situation. Has little impact on employee turnover. Requires that employees have the knowledge and skills necessary to take action on behalf of the organization. All of the above. Question 8 The concept of empowerment involves