At the Customer Counter of Your Neighbourhood Tire Dealer, You

question 124

Multiple Choice

At the customer counter of your neighbourhood tire dealer, you overhear the manager tell a customer "Mrs. Jones, you have our word that we can fix your car." This comment increases your belief in the service quality of the organization by communicating ________ to you and Mrs. Jones.

• A) tangibles
• B) assurance
• C) reliability
• D) responsiveness
• E) empathy

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Definitions:

Mismanagement of Culture

Refers to the failure in effectively understanding, integrating, or valuing cultural differences within an organization, leading to conflicts and inefficiencies.

Mergers Fail

A situation where the combination of two or more companies into one entity does not achieve the desired outcomes or financial performance.

Economies of Scale

The cost advantage that arises with increased output of a product, where the per-unit cost decreases as production expands.

Economy of Scope

Cost advantages that businesses experience by producing a variety of products rather than specializing in a single output.