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:

Aerobic Respiration

A metabolic process in which cells convert biochemical energy from nutrients into ATP, with oxygen as the final electron acceptor.

Photosynthesis

Photosynthesis is the process by which green plants, algae, and some bacteria convert light energy, typically from the sun, into chemical energy stored in glucose, using carbon dioxide and water.

Protocells

Simple, primitive cells believed to be the precursors to modern cells, consisting of a lipid bilayer membrane enclosing basic molecular components.