Using Customer Expectations to Develop Service Standards Provides Service Firms

question 48

Multiple Choice

Using customer expectations to develop service standards provides service firms with which of the following benefits?

• A)Companies can save money by only offering what customers value
• B)Companies only offer activities and features that customers do expect
• C)Companies only offer activities and features that customers notice
• D)Companies only offer activities and features that customers are willing to pay for
• E)All of the above

---

Definitions:

Heterosexual

Referring to sexual attraction or sexual behavior between individuals of opposite sexes.

Kohlberg's Cognitive Development Theory

A theory outlining how individuals develop moral reasoning through a series of stages as they grow older.

Socialization

The process by which individuals learn and adopt the norms, values, behaviors, and social skills appropriate to their society.

Active Interpretation

The process by which individuals actively engage in understanding and making sense of information or stimuli, based on personal and societal contexts.