Richard Generally Frequented Brewz, a Coffeehouse Chain, When He Was

question 210

Multiple Choice

Richard generally frequented Brewz, a coffeehouse chain, when he was in Florida. However, when his company shifted him to China, he found that the Brewz in Shanghai does not offer the same quality service. Which of the following best explains this differential perception in service quality?

• A) Companies cannot easily standardize services.
• B) Buyers often play important roles in the creation and distribution of services.
• C) Services are perishable and intangible.
• D) Providers cannot make inventories of their services.

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Definitions:

Glass Ceiling

The glass ceiling is a metaphorical barrier that prevents minorities and women from rising to upper levels of management or leadership in a corporation, despite their qualifications or achievements.

Glass Cliff

A phenomenon where women or minority group members are more likely to be put in leadership roles during times of crisis or risk, potentially setting them up for failure.

Ethnocentrism

The belief in the inherent superiority of one's own ethnic group or culture.

Pluralism

A condition or system in which two or more states, groups, principles, sources of authority, etc., coexist.