In Service Operation, If Too Much Emphasis Is Placed on 'Stability

question 193

Multiple Choice

In Service Operation, if too much emphasis is placed on 'Stability', what might the likely outcome be in terms of responsiveness to customer needs?

• A) Customers needs will be met more easily because of the improved stability of the services with fewer failures to disrupt timely delivery
• B) From the information given, it is not possible to comment regarding the impact on responsiveness of over-emphasis on stability
• C) There is only likely to be a positive outcome from improved stability - the customers must be made fully aware of this and their expectations regarding responsiveness must be managed
• D) It is possible that responsiveness may suffer and customers needs may not be met within business timescales

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Definitions:

Job Context

Refers to the conditions, environment, and aspects under which a job is performed, including physical and social factors.

Equity Theory

A theory that focuses on how individuals perceive fairness in the distribution of resources and rewards within relationships, influencing their motivation and satisfaction.

Perceived Inequity

Perceived inequity is feeling under-rewarded or over-rewarded in comparison with others.

Felt Equity

A sense of fairness and justice experienced by individuals in comparison to their peers or in organizational settings.