One Study Estimated That One-Third of All Service Problems Are

question 105

Multiple Choice

One study estimated that one-third of all service problems are caused by the

• A) expectation.
• B) delivery.
• C) manager.
• D) customer.
• E) employee.

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Definitions:

Principal-Agent Problem

A situation in economics where there is a conflict of interest between a principal (such as a shareholder) and an agent of the principal (such as a manager), due to the agent having more information.

Golden Parachute

A substantial benefits package given to top executives if the company is taken over by another firm, and the executives are terminated as a result of the takeover.

Market Share

The portion of a market controlled by a particular company or product.

Flood Control System

involves infrastructure and strategic planning aimed at reducing or preventing the damage caused by excessive water levels, including dams, levees, and drainage systems.