When Employees Are Not Delivering Customer Service at the Level

question 135

Multiple Choice

When employees are not delivering customer service at the level specified by their employer,there is a gap between ________

• A)consumer expectations and management perceptions
• B)management perceptions and quality standards set by the firm
• C)established quality standards and service delivery
• D)expected services and needed services
• E)service quality standards and consumer expectations

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Definitions:

Quantity Discounts

Price reductions offered to buyers purchasing in large volumes.

Two-part Pricing

A pricing strategy that involves charging a fixed fee plus a variable usage fee, often seen in services like telecommunications and utilities.

Bundle

A collection of goods or services sold as a single package, often for a discounted price compared to purchasing the items separately.

Sequential Game

A strategic interaction in which players make decisions one after another, with later players having knowledge of the previous actions.