What Is the Problem Associated with Service Quality Standards Such

question 66

Multiple Choice

What is the problem associated with service quality standards such as "be nice" or "do what the customers want"?

• A)They create low expectations.
• B)They are not specific.
• C)They do not allow for the voice-of-customer process.
• D)Most employees are unwilling to do what customers want.
• E)They create a delivery gap.

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Definitions:

Self-actualization

The realization or fulfilment of one's talents and potentialities, considered as a drive or need present in everyone.

Maslow

An American psychologist known for creating Maslow's hierarchy of needs, a theory in psychology that prioritizes human needs into a five-tier model of motivation.

Esteem Needs

In Maslow's hierarchy of needs, esteem needs are the fourth level, involving the human desire for respect, self-esteem, and recognition from others.

Maslow

An American psychologist best known for creating Maslow's hierarchy of needs, a theory of psychological health predicated on fulfilling innate human needs.