A Customer's Perception of the Benefits He or She Received

question 34

Multiple Choice

A customer's perception of the benefits he or she received compared with the costs that resulted from a service failure is called:

• A)procedural fairness.
• B)a service gap.
• C)distributive fairness.
• D)a zone of tolerance.
• E)a communication gap.

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Definitions:

Henry Fayol

A French industrialist and management theorist known for developing a general theory of business administration.

Esprit de Corps

A concept referring to the camaraderie or sense of unity and common interests among members of a group.

Centralization

The process of consolidating control and decision-making authority within a central point or leadership in an organization.

Initiative

The ability to assess and initiate things independently, often leading to action or change.