The point where the customer interfaces directly with the service organization is:
A) the front room.
B) the back room.
C) onstage.
D) the floor.
Answer: A
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Several factors can create intense rivalry among firms. These factors include all of the following factors except:
A) firms focus on market share at the expense of others. B) firms feel pressure due to fixed costs and produce at full capacity. C) lack of differentiation in products and services. D) upward pressure on prices and profitability. E) absence of switching costs for customers.
Damon noticed that Elena was not at work today. Damon decided to look at her past behavior to help assess the situation. If Elena tends to be frequently absent, he might ascribe her behavior to being lazy and indifferent. Conversely, if Elena’s attendance is usually high, then he would ascribe her absence to external causes, such as illness or an emergency. What factor that influences our internal and external attributes did Damon use?
A. dispute B. distinctiveness C. consistency D. consensus
Employee morale, promotion strategies, and competitors' reactions are all aspects of a company's internal environment
Indicate whether the statement is true or false
Avoid distracting mannerisms such as
A) repeating main points. B) coughing or clearing your throat. C) smiling. D) distributing handouts.