A Powerful Tool Which Can Be Used to Enable Business

question 33

Multiple Choice

A powerful tool which can be used to enable business to identify fail points in delivering a service is ________.

• A)SERVQUAL
• B)assurance measures
• C)tangibles
• D)blueprinting
• E)methodology

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Definitions:

Employee Personality

Refers to the set of emotional qualities, ways of behaving, and patterns of thought that are characteristic of an individual and influence their work performance and interactions.

Muscle Relaxation

A technique used to reduce stress and anxiety by tensing and then slowly relaxing each muscle group in the body.

Discrimination

Unjust or prejudicial treatment of different categories of people, particularly on the grounds of race, age, gender, or disability.

Oppression

The systematic and unjust exercise of power and control over a group, limiting their freedom and rights.