A Company Whose Strategy Focuses on Providing Excellent Customer Service

question 35

Multiple Choice

A company whose strategy focuses on providing excellent customer service would most likely have the following practices in place EXCEPT:

• A) job descriptions which emphasize the employees role in designing quality products.
• B) detailed customer service training program for all employees.
• C) compensation program which includes rewards for receiving positive customer comments.
• D) selection tools which assess how an employee may behave towards a difficult customer.
• E) no hassle policy regarding product returns and exchanges.

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Definitions:

Big Business

Large-scale or significant commercial enterprises that have considerable influence on the economy, politics, and society due to their size and power.

Oligopoly

A market structure characterized by a small number of firms controlling a large share of the market, leading to limited competition.

Concentration Ratios

Statistical measures used to evaluate the degree of competition within markets by analyzing the market share of the largest firms.

Concentrated Industry

An industry characterized by a small number of large firms that have a significant market share, leading to reduced competition.