Which of the following accounts for the majority of complaints received by service businesses?
A) service providers failing to be reliable
B) exaggerated customer expectations
C) employees who fail to be empathetic
D) miscommunication during the service encounter
E) exaggerated management expectations
B
You might also like to view...
What is a trait theory of leadership? According to Kouzes and Posner, what are the four traits that make a credible leader? Choose a leader that you find credible and assess if that person seems to possess these traits.
What will be an ideal response?
Greco Co issued ten-year term bonds on January 1, 20x5, with a face value of $1,600,000. The face interest rate is 6 percent and interest is payable semi-annually on June 30 and December 31. The bonds were issued for $1,381,920 to yield an effective annual rate of 8 percent. The effective interest method of amortization is to be used. The carrying value of the bonds payable on the December 31,
20x5, balance sheet date should be A) $1,392,824. B) $1,396,472. C) $1,396,764. D) $1,381,920.
Nasim was fired from his job after 3 years of good performance. His boss simply said that the organization was changing and did not need Nasim’s work any longer. This type of firing is likely acceptable under the doctrine of ______.
A. employment variability B. workplace monitoring C. employment-at-will D. orientation period
When giving gifts to the Japanese, avoid gifts manufactured in Asia
Indicate whether the statement is true or false.