Which of the Following Is Not a Reason That a Service

question 1

Multiple Choice

Which of the following is not a reason that a service guarantee works?

• A) Encourages individual employees to set their own standards.
• B) Generates reliable data on poor performance.
• C) Builds customer loyalty.
• D) Forces a firm to identify failure points.

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Definitions:

James Grunig

A prominent figure in the field of public relations, known for his theories on public relations models, especially the two-way symmetrical model.

One-way Symmetrical

A communication model where messages are sent from an organization to its publics without expecting or incorporating feedback, focusing on persuasion.

Trust

The firm belief in the reliability, truth, ability, or strength of someone or something, often considered a key component in building and maintaining relationships and credibility.

Drive Change

The effort to cause or facilitate a shift in behavior, process, or culture within an organization or community.