One of the Reasons Service Failures Need to Be Addressed

question 109

Multiple Choice

One of the reasons service failures need to be addressed quickly is to

• A)minimize the zone of tolerance.
• B)increase empowerment zones.
• C)avoid negative word of mouth from upset customers.
• D)avoid a situational ethics conflict.
• E)keep management from finding out what happened.

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Definitions:

Bureaucracies

Complex organizational structures with strict rules, procedures, and hierarchies intended to manage large-scale administrative tasks efficiently.

Weber

Maximilian Karl Emil Weber, a German sociologist, philosopher, and political economist, known for his contributions to the understanding of social theory and social structure.

Max Weber

A German sociologist, philosopher, and political economist known for his theory on the protestant ethic and the spirit of capitalism, as well as his ideas on bureaucracy.

Bureaucratic Organization

An organizational model characterized by a hierarchical structure, formal rules, and a clear division of labor designed to achieve efficiency.