Starbucks Management Has Been Trying to Refocus on the Things

question 58

Multiple Choice

Starbucks management has been trying to refocus on the things that originally made the company so successful.For example,Starbucks stores across the United States recently shut down for a short period of time for retraining,and the company has worked to make sure you can smell the fresh ground coffee aroma when you enter the store.However,when questioned,consumers tend to focus on the need for pricing incentives such as a frequent purchasing program.According to the _____,there may be a difference between what customers want and what Starbucks management thinks customers want.

• A) gap model of service quality
• B) service pyramid
• C) four dimensions of service quality
• D) service paradigm
• E) service delineation matrix

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Definitions:

Virtual Team

A group of individuals who work together from different geographic locations, often using technology to communicate and collaborate.

Integrity

The quality of being honest and having strong moral principles, or the state of being whole and undivided.

Centralized

A system or structure where the decision-making authority is concentrated at a single point or in a single person.

Peripheral Members

Those participants in a group or organization who have a lower level of involvement or are marginal to the core activities.