Services Marketing Managers Have Learned That More Employees Will Support

question 71

Multiple Choice

Services marketing managers have learned that more employees will support a quality-oriented process if

• A)they are involved in setting the goals.
• B)perishable services are replaced with tangible services.
• C)they are required to diverge from existing standards.
• D)customers are responsible for setting service quality standards.
• E)the process involves both part-time and full-time employees.

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Definitions:

Epilimnion

The epilimnion is the upper layer of water in a stratified lake, characterized by warmer temperatures and high levels of oxygen.

Hypolimnion

The colder, bottom layer of water in a stratified lake, lying below the warmer epilimnion.

Overturn

To upset or reverse a decision, situation, or setup, often dramatically.

Profundal Zone

A deep zone of a body of water where sunlight does not reach, typically found in lakes and often lacking in photosynthetic life.