When Managers Emphasize Efficient Operations Over Appropriate Customer Satisfaction Requirements

question 23

Multiple Choice

When managers emphasize efficient operations over appropriate customer satisfaction requirements, discrepancies in service quality can lead to__________.

• A) service gaps
• B) customer feedback
• C) higher operating costs
• D) higher fill rate targets

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Definitions:

Constructionists

Advocates of an approach or belief that concepts or identities are socially constructed rather than inherently fixed.

Positions of Power

Roles or standings within a society, organization, or group that grant individuals authority and influence over others.

Higher-Consensus Deviance

Activities or behaviors that are widely recognized and agreed upon by society as deviant or unacceptable.

Lower-Consensus Deviance

Behaviors that are less widely recognized or agreed upon as deviant by society.