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:

Operating Cash Flows

Cash generated from a company's normal business operations, indicating whether a company is able to generate sufficient positive cash flow to maintain and grow its operations.

Financially Healthy

Describes a state where an individual or organization is in good financial condition, with stable cash flow, manageable debt, and solid financial indicators.

Investing Cash Flows

Cash movements related to the purchase and sale of investments and long-term assets, reflecting a company's investment activities.

Gross Margin

The difference between sales revenue and cost of goods sold, expressed as a percentage of sales revenue, indicating the efficiency of a company in managing its production costs.