From the Customer's Perspective Which of the Following Is the Most

question 41

Multiple Choice

From the customer's perspective which of the following is the most important aspect of service?

• A)Management's responsiveness to occurrences of failure.
• B)Timely delivery of service.
• C)Efficient handling of special requests.
• D)The encounter with service staff.
• E)A fair price.

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Definitions:

Leadership

The art of motivating a group of people towards achieving a common goal.

Coercive Power

A form of power that is based on the ability to deliver punishments or impose penalties.

Performance

The degree to which an individual, group, or organization achieves its goals and objectives effectively and efficiently.

Expert Power

The influence one possesses as a result of one's experience, special skill, or knowledge.