The Management Function Which Involves Monitoring Activities to Ensure That

question 30

Multiple Choice

The management function which involves monitoring activities to ensure that targets are being met is called ________.

• A)leading
• B)planning
• C)directing
• D)organizing
• E)controlling

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Definitions:

Customer Contact Audit

A flowchart of the points of interaction or “service encounters” between consumers and a service provider.

Health Club

A facility offering health and fitness services, including exercise equipment, personal training, and various fitness classes.

Service Quality

The degree to which a delivered service meets or exceeds the expectations of customers, often a key competitive advantage in business.

Tangibility

Refers to the physical existence of products or items that can be seen, touched, and felt.