Two successful service firms, American Express and Ritz-Carlton, have developed written service quality goals. This step was taken in an attempt to deal with any gap between ________
A) consumer expectations and management perceptions
B) management perceptions and quality standards set by the firm
C) service quality standards and consumer expectations
D) service quality standards and consumer perceptions
E) expected services and needed services
B
You might also like to view...
What are the major advantages and disadvantages of inflation targeting?
What will be an ideal response?
Parsimony is important in industrial marketing because it is inefficient to pursue too many segments
Indicate whether the statement is true or false
A building supply company has many high-volume customers and many low-volume customers. A CRM system would be LEAST likely to help management decide to use which of the following methods for communicating with low-volume customers?
A) Every November, send each customer a new calendar that has the phone number of the building supply company printed on the cover. B) Once or twice a year, mail a new product catalog to each customer. C) Every few months, have a customer service representative from the building supply company call each customer. D) Have a sales representative make a personal one-on-one appointment with every low-volume customer at least twice a month. E) Give each low-volume customer the company Web address to check building supply products sold by the company.
At production levels below the breakeven point,
A) fixed costs are recovered. B) profit is negative. C) variable costs are zero. D) fixed costs are zero.