Service Providers Often Encounter Rude and Unreasonable Consumers

question 15

Multiple Choice

Service providers often encounter rude and unreasonable consumers. Services marketing managers can reduce the delivery gap, even for these customers, by

• A)empowering consumers.
• B)providing support and incentives for their employees.
• C)directing zone of tolerance limits for employees.
• D)doing effective customer screening.
• E)forcing rude customers to use technology.

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Definitions:

Subjective Outcomes

Results or consequences that are based on personal feelings, tastes, or opinions.

Socialization Tactic

Methods or strategies employed to acclimate new members to the social and cultural norms of an organization or group.

Fixed Sequence

A predetermined or unalterable order of actions, events, or processes.

Socialization Outcomes

The results or effects of the process through which individuals learn and internalize the norms, values, behaviors, and social skills appropriate to their society.