Collecting Information at the Point of Sale Is a Straightforward

question 89

Multiple Choice

Collecting information at the point of sale is a straightforward and inexpensive way to assess service quality,but this approach will NOT be useful if:

• A) customers cannot assess service quality,as in the case of oil change or maintenance check.
• B) decision-making managers do not get the results of the feedback.
• C) the person who rendered poor service is the same person collecting the information.
• D) customers are rushed and don't take the time to assess the service.
• E) All of these.

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Definitions:

Positive Externality

A benefit that is enjoyed by a third-party resulting from an economic transaction to which they were not involved.

Public Good

A product or service that is non-excludable and non-rivalrous, meaning it can be consumed by multiple people without diminishing its availability to others.

Common Resource

A resource that is nonexcludable but rival in consumption.

Nonexcludable

A characteristic of a good or service that prevents people from being excluded from using it, often leading to challenges in private market provision.