To Reduce Problems Associated with the Intangibility of the Services

question 27

Multiple Choice

To reduce problems associated with the intangibility of the services offered by a restaurant,the restaurant owner would be most likely to do which of the following?

• A)offer regular employee workshops focusing on customer service
• B)provide clean tablecloths and cloth napkins for each new customer
• C)empower employees to handle customer complaints
• D)offer a service guarantee to ensure customers that food quality will be consistent
• E)lower entree prices between 4 p.m.and 6 p.m.

---

Definitions:

Flatter Organizational Structures

Organizational structures characterized by fewer hierarchical levels, leading to shorter chains of command and potentially greater flexibility and employee empowerment.

Overhead Costs

Expenses associated with the operation of a business that are not directly tied to a specific product or service, like rent and utilities.

Delayering

The process of reducing the number of levels in an organization's hierarchy to flatten the structure, which often aims to improve efficiency and decision-making.

Front-Line Staff

Employees who directly interact with customers, playing a critical role in customer service and satisfaction.