Service Providers Often Encounter Rude and Unreasonable Consumers

question 7

Multiple Choice

Service providers often encounter rude and unreasonable consumers. Services marketing managers can reduce the delivery gap, even for these customers, by

• A) empowering consumers.
• B) providing support and incentives for their employees.
• C) directing zone of tolerance limits for employees.
• D) effective customer screening.
• E) forcing rude customers to use technology.

---

Definitions:

Depolarization Phase

Change in the electric charge difference across the plasma membrane that causes the difference to be smaller or closer to 0 mV; phase of the action potential in which the membrane potential moves toward zero, or becomes positive.

Action Potential

A rapid and temporary electrical charge that passes along the membrane of a nerve or muscle cell, initiating activity.

Repolarization Phase

The stage of a heartbeat where heart muscle cells return to their resting electrical state, following depolarization.

Depolarization Phase

The stage in the action potential of a cell in which the cell membrane's charge becomes more positive compared to its resting state.