When a Service Is Rated High in Terms of Importance

question 31

Multiple Choice

When a service is rated high in terms of importance but low in terms of performance,this indicates that:

• A) There is an opportunity for reallocating resources
• B) Service improvements are required
• C) Customers' expectations should be lowered
• D) Resources are allocated appropriately

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Definitions:

Paper Manufacturer

A company or entity engaged in the production of paper products, from raw materials to finished goods.

Forestry Company

A business involved in the cultivation, maintenance, conservation, and management of forests for resources such as timber.

Vertical Integration

An approach in which a firm grows by incorporating various stages along the same production line, including situations where a producer controls its supply source and/or its distribution channel.

Resource Dependence

A theory asserting that organizations depend on resources from their environment and must manage dependencies and relationships with those who control those resources.