Eddie Bauer, a catalog retailer, offers customers three different delivery options: 5 to 7 days via standard delivery; 3 to 4 days via express delivery; or 2 days via express plus delivery. The delivery rates are higher for faster service. For example, on orders over $75 standard delivery is $9.95, express delivery is $15.95 and express plus delivery is S18.95. By offering different delivery options, Eddie Bauer is:
A. Making multilevel service promises
B. Communicating criteria for service effectiveness
C. Exceeding customer expectations
D. Managing horizontal communications
E. Managing customer expectations
Answer: E
You might also like to view...
Which of the following uses fingerprint or hand-vein scan technology to produce the time and attendance file?
a. Biometric time clocks b. Magnetic swipe ID cards c. Mobile remote devices d. Proximity cards
In a backflush environment, costs are tracked through the various production departments as products or services move through the production process
Indicate whether the statement is true or false
Social responsibility and managerial ethics are related, but different concepts.
Answer the following statement(s) true (T) or false (F)
Which of the following is not a measure taken to assure ALJ independence?
a. All ALJs are paid the same salary by the government, adjusted only by years of experience. b. ALJs are selected from a list of qualified applicants by the Civil Service Commission. c. ALJs are assigned to cases using a rotation. d. ALJs may be removed for good cause only.