Based on your answers in Self-Assessment Exercise 3-2, what will you do to improve your job attitude? Be specific.
What will be an ideal response?
Student answers will vary; additional sample answers may be found in the IM.
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Companies can avoid e-service problems by:
A) investing in redundant servers and rapid-loading Web pages. B) answering emails within 24 hours or so if at all possible. C) requiring customers to use live chat. D) All of the above.
In Hong Kong and Singapore, Western catalogers are finding it easy to market because of all of the following reasons except:
A) efficient postal services. B) highly educated populations. C) wide use of credit cards. D) few mail-order companies. E) high per capita income.
Compared to other retail formats, the greatest benefit that store shopping offers is
A. the ability to touch and feel the products. B. easy availability of information for product comparison. C. personal safety. D. broader and deeper assortments. E. availability of detailed information for evaluating a product.
The primary challenge to the hospitality service provider is ______.
a. The uniqueness of each guest experience b. The actions of the employees directly interacting with customers c. The global nature of the industry d. The successful collaboration of different departments of a company