All of the Following Are Among the Criteria for an Effective

question 46

Multiple Choice

All of the following are among the criteria for an effective service research program EXCEPT:

• A) Includes perceptions and expectations
• B) Includes measures of loyalty or behavioral intentions
• C) Measures priorities or importance
• D) Considers only qualitative research
• E) Occurs with appropriate frequency

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Definitions:

Service Operations

The activities involved in delivering services to customers, focusing on quality, efficiency, and the overall service experience.

Feedforward Control

Feedforward control is a proactive management process that aims to anticipate and prevent potential problems before they occur by setting up policies and procedures.

Benchmarking

The act of evaluating company processes and performance indicators against the highest industry standards or successful practices from different organizations.

Crisis Management Program

A structured approach to dealing with, preparing for, and mitigating any unexpected or dangerous situation that affects an organization, its stakeholders, or the general public.