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.

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Definitions:

Narcissism

A personality trait characterized by a pervasive pattern of grandiosity, need for admiration, and a lack of empathy.

Self-love

A regards for one's own well-being and happiness.

Individualistic Cultures

Cultures that emphasize personal goals, autonomy, and individual achievement over group cohesion and interdependence.

Collectivistic Cultures

Societies or groups that prioritize the collective over the individual, emphasizing community, cooperation, and interdependence.