Services Marketing Managers Have Learned That More Employees Will Support

question 71

Multiple Choice

Services marketing managers have learned that more employees will support a quality-oriented process if

• A)they are involved in setting the goals.
• B)perishable services are replaced with tangible services.
• C)they are required to diverge from existing standards.
• D)customers are responsible for setting service quality standards.
• E)the process involves both part-time and full-time employees.

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Definitions:

Nonexcludable

A characteristic of a public good, indicating that it is not feasible to prevent non-paying customers from consuming the good.

Excludable

An excludable good is one from which it is possible to prevent people from benefiting unless they have paid for it.

Public Good

A good or service offered to every member of a society for free, provided by either the government or a private entity or group, without seeking profit.

National Defense

Governmental and military measures designed to protect a country from external aggression and threats.