In the future, there will be greater emphasis on precision marketing as opposed to mass marketing

Angela switched to a new hair stylist after getting a bad haircut from her previous stylist. This is an example of which of the following factors leading to customer switching behavior?

A) service encounter failure B) core service failure C) response to service failure D) involuntary switching E) competition

Unlike formal roles and rules, group norms do not contribute to the achievement of group and organizational goals

Indicate whether the statement is true or false