When corporate headquarters announced new service quality standards for pizza franchise owners, Roland knew he would have trouble gaining employees' support because
A. customers were required to create service quality standards.
B. perishable services were being replaced with tangible services.
C. they were not involved in setting the goals.
D. they were not allowed to diverge from existing standards.
E. the process involved both part-time and full-time employees.
Answer: C
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