Service Providers Often Encounter Rude and Unreasonable Consumers

question 7

Multiple Choice

Service providers often encounter rude and unreasonable consumers. Services marketing managers can reduce the delivery gap, even for these customers, by

• A) empowering consumers.
• B) providing support and incentives for their employees.
• C) directing zone of tolerance limits for employees.
• D) effective customer screening.
• E) forcing rude customers to use technology.

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Definitions:

pH

A measure of the acidity or basicity of an aqueous solution, indicating the concentration of hydrogen ions.

High Heat

A condition or state of very high temperatures.

Vaporization

The phase transition of a substance from a liquid to a gas, occurring either through evaporation or boiling.

Cohesion

The attractive force between molecules of the same substance, contributing to phenomena like water droplets forming and trees transporting water from roots to leaves.