Question 10 (1 point) Which of the following is NOT one of the options customers take when they are dissatisfied with a service encounter? a. Take legal action. c. Do nothing. b. Give positive word of mouth. e. Give negative word of mouth. d. Complain to the service firm. Question 11 (1 point) All of the following are reasons that customers do not complain, except for: c. Do not sqe it as worth the pay-off. a. Do not want to take the time to write a letter. d. See it as unpleasant b. Do not want to take the time to make a phone call e. Seeking compensation Question 12 (1 point) Which of the following is not one of the customer-driven approaches to improving productivity? d. Encourage the use of SST. c. Changing the timing of customer demand. a. Ask customers not to use third parties. b. Encourage the use of lower-cost delivery channels. e. Ask customers to use third parties