Customers who are satisfied with how a company resolves a service issue may regard that company more positively than they

Question

Customers who are satisfied with how a company resolves a service issue may regard that company more positively than they would if no such issue had occurred. This idea is known as the service recovery blank research suggests that it has important impliions for customer loyalty and retention.

Which choice completes the text so that it conforms to the conventions of Standard English?

Accepted Answer

Choice C is the best answer. The convention being tested is the coordination of main clauses within a sentence. This choice correctly uses a comma and the coordinating conjunction "and" to join the first main clause ("This idea...paradox") and the second main clause ("research...retention"). Choice A is incorrect because it results in a comma splice. Without a conjunction following it, a comma can&rsquo;t be used in this way to join two main clauses. Choice B is incorrect because it results in a run-on sentence. The two main clauses are fused without punctuation and/or a conjunction. Choice D is incorrect because when coordinating two longer main clauses such as these, it&rsquo;s conventional to use a comma before the coordinating conjunction, not after it.

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