Often, a Service Problem Arises from a Customer's Lack of Understanding

question 58

Multiple Choice

Often, a service problem arises from a customer's lack of understanding or ineptitude. Which of the following can help to minimize customer failures?

• A) giving customers exclusive primary service packages
• B) redesigning processes to simplify service encounters
• C) using differential pricing and shared services
• D) minimizing service intangibility
• E) working with more customers at the same time

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Definitions:

Normative

Pertaining to norms or standards, often referring to analyses or statements that express how things should be rather than how they are.

Positive Economic

Refers to economic theories or policies that lead to beneficial outcomes in terms of growth, employment, and living standards.

Federal Minimum Wage

The lowest hourly wage that an employer can legally pay their employees, as set by the federal government.

Unemployment

The state of being without a job while actively looking for employment.