Many Firms Are Reluctant to Invest in Great Service, Largely

question 90

Multiple Choice

Many firms are reluctant to invest in great service, largely because ________.

• A) it is difficult to change employees' actions
• B) consumers usually are not aware that they are receiving great service
• C) a service's quality can only be as good as that of the provider himself or herself
• D) it takes time and patience before a return on the investment is noticeable
• E) of the inseparability and perish ability of services

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Definitions:

Retroactive Interference

The process by which newly learned information makes it harder to recall information that was learned earlier.

Massed Practice

A learning strategy that involves intensive, continuous sessions of practice or study with little to no rest between sessions.

Distributed Practice

A learning strategy that involves spreading study sessions out over time, which has been shown to improve retention of information compared to massed practice (cramming).

Three Hours

A period of time equivalent to 180 minutes.