Which of the Following Statements Has Been Suggested as a Plausible

question 57

Multiple Choice

Which of the following statements has been suggested as a plausible explanation for the customer perception that service quality is declining?

• A) Increasing use of technology is perceived by many customers as less service because there is no human interaction
• B) Companies provide unclear tactics for customers to follow when dealing with service providers
• C) Delivering consistent,high-quality service becomes routine
• D) Customers have no concept of what conditions produce to quality service
• E) Too many talented employees are left mired in front-end jobs that do not challenge them

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Definitions:

Knowledge

Knowing something gained through experience and/or training.

Experiential Learning

A learning process through which individuals gain knowledge by actively engaging in experiences.

CRM System

Customer Relationship Management system; a technology for managing a company's relationships and interactions with current and potential customers.

Post-sales Service

Support provided to a customer after the purchase of a product or service, aimed at ensuring satisfaction and loyalty.