Saltdust Grill is known as the premier restaurant in town. With its elegant dining area, extensive wine list, and gourmet chef, residents and tourists flock to the restaurant. Recently, Trey took a large group to the Saltdust Grill and almost every diner sent their entrée back to the kitchen. The Saltdust Grill was experiencing a(n) ________ gap in service quality.
A. knowledge
B. empowerment
C. communication
D. delivery
E. standards
Answer: D
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For an organization, the value chain activity of "service" involves ________
A) managing the organization, including planning, finance, and legal affairs B) shipping products out of the organization C) providing its customers help related to its product before, during, and after a sale D) leveraging technical expertise to develop innovative products
In the economic value added (EVA) equation, the _____ is subtracted from the after-tax operating income to determine the EVA.
A. marginal tax B. operating cash flows C. current intrinsic value D. average cost of invested capital E. total capital invested
The capital intensity ratio is the amount of assets required per dollar of sales and it has a major impact on a firm's capital requirements.
Answer the following statement true (T) or false (F)
At the Container Store every employee is trained to serve customers. Full time salespeople receive 240 hours of training. The Container Store works to hire people who are self-motivated and have a passion for customer service. The Container Store has a(n) _____ orientation.
A. sales B. market C. product D. societal E. production