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:

Lower-middle-income Economies

Countries classified by the World Bank based on gross national income (GNI) per capita that are above low-income but below upper-middle-income thresholds.

Upper-middle-income Economies

Nations with a gross national income per capita above a certain threshold set by the World Bank, but below that of high-income economies.

Command Economies

In these economic frameworks, the central authority or government is responsible for making choices about the creation and allocation of goods and services.

Upper-middle-income

A classification of socio-economic status used to describe individuals or families with income levels between the middle class and the affluent.