Despite the Importance of Services and the Bottom-Line Profit Potential

question 18

True/False

Despite the importance of services and the bottom-line profit potential for services,consumers perceive that overall the quality of service they are receiving is declining.

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Definitions:

Synectics

A problem-solving methodology that stimulates thought processes of which the participants are usually unaware, often used in group settings to foster creativity.

Creative Thinking

The ability to think outside the box and generate innovative ideas or solutions to problems.

Triggering

The process of initiating a response, reaction, or series of events, especially when relating to psychological reactions to stimuli.

Nominal Group Technique

A structured method for group brainstorming that encourages contributions from everyone by having members write down their ideas and then discuss them collectively.