What Does Pareto Analysis Suggest About the Causes of Service

question 49

Multiple Choice

What does Pareto analysis suggest about the causes of service failures?

• A)About 20 per cent of possible causes will explain about 80 per cent of failures.
• B)About 80 per cent of possible causes will explain about 20 per cent of failures.
• C)Service problems often result from information failures, especially failure to communicate with customers.
• D)Customers experience frontstage failures more directly than they experience backstage failures.
• E)The causes of problems with service delivery arise at weak links in the service delivery chain.