Surveys, Focus Groups, and Customer Comment Cards Are All Methods

question 164

Multiple Choice

Surveys, focus groups, and customer comment cards are all methods used by service companies to

• A) understand customer needs and expectations.
• B) set service quality specifications.
• C) establish guidelines for employee performance.
• D) manage service expectations.
• E) control service intangibility.

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Definitions:

Group Structure

Refers to the way in which a group's members are organized, including roles, norms, and relationships that guide the group's function.

Structural Characteristics

The features and attributes that define the organizational, physical, or conceptual structure of an entity, influencing its behavior and functioning.

Potential Performance

The highest level of capability, output or success that an individual or organization could achieve under ideal circumstances.

Role Ambiguity

Uncertainty about expectations, goals, or responsibilities in one's role or job.