Empowering Employees as a Means of Reducing Service Delivery Gaps

question 54

Multiple Choice

Empowering employees as a means of reducing service delivery gaps is particularly important in situations where:

• A) manufacturers dominate the supply chain.
• B) government regulations force marketers to create huge standards gaps.
• C) services are repetitive and predictable.
• D) customers know what they want but not what they need to accomplish their goal.
• E) all of these.

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Definitions:

Habituation

A psychological learning process wherein there is a decrease in response to a stimulus after repeated exposures, signifying an adaptation or getting used to the stimulus.

Sensitization

An increased reaction to a stimulus following repeated exposures to it.

Classical Conditioning

An educational method where a connection is made between a stimulus in the environment and one that occurs naturally, resulting in a conditioned response.

Stimuli

Physical or chemical changes in the external or internal environment that evoke a response from a living organism.