Since Customer Service Can Be an Important Source of Competitive

question 17

Multiple Choice

Since customer service can be an important source of competitive advantage, progressive managers:

• A) work hard to establish and maintain high standards of customer service.
• B) meet every customer's needs and require them to wait, at most, only a short time.
• C) provide every customer with goods and services that are high in quality and low in cost.
• D) All of the options listed
• E) None of the options listed

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Definitions:

Positive Deviance

An unorthodox or unexpected behavior that deviates from the norm but results in a desirable outcome.

Rule-breaking Behavior

Actions that violate established guidelines, norms, or laws, often reflecting disregard for societal or organizational rules.

Prescription Medications

Refers to drugs that cannot be legally obtained without a prescription from a physician to treat and manage specific medical conditions.

Self-fulfilling Prophecy

A forecast that, whether through direct or indirect means, fulfills itself by creating a loop of positive feedback between what is believed and the actions taken.