Gregor owns a company that specializes in mountain climbing equipment. He conducts a survey on customer satisfaction and discovers that 66% of his customers...of his own company while 33% have a negative view. Based on these results, he decides not to invest in better customer service reasoning that his company is getting...positive word-of-mouth as negative word-of-mouth. Which of the following statements best explains why Gregor's logic flawed? Dissatisfied customers produce more than twice as much word-of-mouth as satisfied customers do When it works properly to meet their needs Engaged employees