Providing High-Quality Service Is Difficult for a Retailer Because

question 52

Multiple Choice

Providing high-quality service is difficult for a retailer because

• A) competitors often easily duplicate the services.
• B) services availed by customers are generally tangible.
• C) most employees show a similar performance level.
• D) the quality of service can vary dramatically across stores.
• E) all employees are not involved in activities that increase customer value.

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Definitions:

Self-Directed Work Teams

Groups of employees who are given autonomy to manage their work and make decisions within predefined boundaries, often leading to increased motivation and productivity.

Employee Counselling

The provision of professional psychological support or advice to employees to help them manage personal or job-related challenges.

Employee Assistance

Programs or services offered by employers to support the wellbeing of employees, including counseling, financial planning, and health services.

Employee Communication

The exchange of information and messages between an organization and its employees, crucial for maintaining informed workforces, engagement, and organizational culture.