Which of the Following Statements Is True of Customer Service

question 60

Multiple Choice

Which of the following statements is True of customer service?

• A) The retail offerings of a company are not influenced by customer service.
• B) It is relatively easy for a company to duplicate the services offered by a competitor.
• C) It does not provide major strategic advantages for a company.
• D) It increases the value customers receive from the merchandise they buy.
• E) Customer service perceptions are developed mostly by interacting with top management.

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Definitions:

Forgetting

The failure to remember information, experiences, or how to perform tasks over time.

Abandoning

The act of giving up or discontinuing a process, project, or pursuit without intention to return.

Implementing Change

The process of applying modifications in policies, procedures, technologies, or cultural practices within an organization.

Force-coercion

A strategy of change management that uses power, authority, or measures of force to enact change, often encountering resistance.