What Is the Problem Associated with Service Quality Standards Such

question 66

Multiple Choice

What is the problem associated with service quality standards such as "be nice" or "do what the customers want"?

• A)They create low expectations.
• B)They are not specific.
• C)They do not allow for the voice-of-customer process.
• D)Most employees are unwilling to do what customers want.
• E)They create a delivery gap.

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Definitions:

Objective Standards

Criteria or benchmarks that are based on measurable and unbiased facts or principles.

Social Standards

Norms and expectations about how people should behave in society, which guide individuals' actions and interactions.

Stereotype Threat

The risk of confirming negative stereotypes about an individual's racial, gender, or cultural group.

Anxiety

A state of unease, such as worry or fear, that can be mild or severe, often concerning an anticipated event or uncertainty about the future.