A Consumer Who Complains That the Stain Was Not Removed

question 39

Multiple Choice

A consumer who complains that the stain was not removed from her suit jacket is performing which of the following service delivery roles?

• A) Customer mix manager
• B) Competitor
• C) Productive resource
• D) Contributor to quality and satisfaction
• E) Recruiter

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Definitions:

Unfamiliar Culture

A culture that an individual has not been exposed to, leading to potential lack of understanding or knowledge about its practices and norms.

Ethnocentrism

The tendency to believe that one's own culture or ethnic group is superior to others, which can lead to biased judgments and interactions with people from different backgrounds.

Cultural Preference

Refers to the predispositions and choices influenced by an individual's cultural background, affecting various aspects of behavior and decision-making.

Superior

An individual who holds a higher position or rank, often having authority over others within an organizational hierarchy.