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.

---

Definitions:

Staffing Level

The number of employees allocated within an organization or a specific project to meet its operational demands.

Inflation Rate

The rate at which the general level of prices for goods and services is rising, and, subsequently, purchasing power is falling.

Spreadsheet

A digital document that allows users to organize, analyze, and store data in a table with rows and columns.

Linear Function

A mathematical function that produces a graph of a straight line and is defined by an equation of the first degree.