Service Excellence Will Occur Only When

question 15

Multiple Choice

Service excellence will occur only when:

• A) top management is committed to that objective
• B) service standards are phrased in generalities
• C) employees have been trained on the job
• D) management resolves every individual complaint
• E) top management has centralized all decision making

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Definitions:

Axillary Bud

Bud located in the axil of a leaf.

Bud Scale

A small protective covering over a bud that shields it from the elements and pathogens.

Casparian Strip

Layer of impermeable lignin and suberin bordering four sides of root endodermal cells; prevents water and solute transport between adjacent cells.

Vascular Cylinder

In eudicots, the tissues in the middle of a root, consisting of the pericycle and vascular tissues.