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This aspect of customer service encompasses such factors as the level of responsiveness, friendliness, reliability, and promptness of employees. Another key aspect of customer service that affects consumers?a choices of retailers and service providers is the manner in which the seller responds to customer complaints. Many times consumers make their choices based not only on the level of service provided at the time of sale, but also on their perception of the level of customer service they can expect to receive after the sale, should a problem arise (Blodgett 31-42).
This aspect of customer service is critical to the long-term profitability of a firm...
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