Service Excellence Will Occur Only When the

question 26

Multiple Choice

Service excellence will occur only when the

• A) top management provides leadership and demonstrates commitment.
• B) top management refrains from empowering front-line service providers.
• C) top management centralizes its decision-making activities.
• D) retailer sets service standards based on internal operations rather than customers' perceptions.
• E) retailer provides standardized services rather than personalized services when purchase decisions involve high risks.

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Definitions:

Harm Model

A conceptual framework used to determine the morality or ethics of actions based on the amount and type of harm they cause.

Aggression

Behavior intended to harm or intimidate others, either verbally, physically, or psychologically.

Destruction

The process of causing so much damage to something that it no longer exists or cannot be repaired.

Harm Model

A conceptual framework focused on evaluating actions or policies based on the potential harm they cause, often used in ethical decision-making.