Which of the Following Statements Has Been Suggested as a Plausible

question 40

Multiple Choice

Which of the following statements has been suggested as a plausible explanation for the customer perception that service quality is declining?

• A) Technology-based services,which are superior to human-based services,are not being implemented enough
• B) Services are leveling the playing field and consistently trying to offer the same level of service to every customer
• C) Companies are decreasing their reliance on self-service and increasing the use of human interaction in the performance of services
• D) Customer expectations are higher because of the excellent service they receive from some companies
• E) Even though it is easy to provide consistent,high-quality service,many companies do not want to do it

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Definitions:

Sales Territory

A specific geographic area or segment of customers assigned to a salesperson or team for the purposes of marketing and sales.

Forming Sales Territories

The process of dividing a market into distinct geographic areas in order to assign sales responsibilities, optimize coverage, and maximize sales efficiency.

Break-even Analysis

An assessment to determine the point at which revenue received equals the costs associated with receiving the revenue, indicating no net loss or gain.

Time Management Tool

A device or software used to organize, plan, and allocate one's time efficiently for tasks and activities.