Management at Readyfresh Dry Cleaners Is Concerned That It Maintains

question 26

Multiple Choice

Management at Readyfresh Dry Cleaners is concerned that it maintains a high level of service for its business accounts. How should the firm monitor the level of service these customers receive?

• A) Develop a code of service.
• B) Set service objectives.
• C) Formally survey customers.
• D) Specify service uniformity.
• E) Stress truthfulness with employees.

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Definitions:

Significance Test

A statistical procedure used to test if the observed results significantly differ from what was expected under the null hypothesis.

T Test Statistic

A value used in hypothesis testing, calculated from sample data, to assess the compatibility of the sample with a null hypothesis concerning the mean.

Random Sample

A sample drawn from a population in a way that gives each individual an equal chance of being selected, used to achieve representativeness.

Service Time

The period required to complete a process or fulfill a request.