One of the Reasons Service Failures Need to Be Addressed

question 109

Multiple Choice

One of the reasons service failures need to be addressed quickly is to

• A)minimize the zone of tolerance.
• B)increase empowerment zones.
• C)avoid negative word of mouth from upset customers.
• D)avoid a situational ethics conflict.
• E)keep management from finding out what happened.

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Definitions:

Timetables

Detailed plans showing times at which certain events or activities are intended to happen.

Quantitative Tools

These are methods and instruments used to gather and analyze numerical data, often applied in research, finance, and planning.

Operations Management

The process of managing productive systems that transform resources into finished products.

Knowledge Management

The process of creating, sharing, using, and managing the knowledge and information of an organization, to enhance learning and performance.