Which of the Following Steps Will Help Service Firms to Increase

question 129

Multiple Choice

Which of the following steps will help service firms to increase their quality control?

• A) standardizing the service-performance process
• B) providing complementary services to customers
• C) giving personnel authority in handling situations
• D) adopting differential pricing
• E) cultivating nonpeak demand

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Definitions:

Interviews

A method of data collection in research, involving direct, face-to-face, or virtual communication in which one individual (the interviewer) asks a set of predetermined questions to another individual (the interviewee).

Focus Group

A process for interviewing a number of participants together that also allows for interaction among group members.

Reflexivity

The practice of reflecting on and critically examining one's biases, assumptions, and the impact of one's actions in the research or inquiry process.

Participant Observation

A qualitative research method where the researcher immerses themselves in a group or setting to observe and participate in the activities being studied.