Although Firms Such as Restaurants Have Difficulty Controlling Service Quality

question 18

Multiple Choice

Although firms such as restaurants have difficulty controlling service quality from day to day, they do have control over

• A)how they communicate the services they promise.
• B)the price of ingredients.
• C)the attitudes of customers.
• D)the way customers view them compared to competitors.
• E)the knowledge gap consumers create.

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Definitions:

Milgram Experiment

A psychological experiment conducted by Stanley Milgram in the 1960s to study obedience to authority, where participants were instructed to administer electric shocks to another person.

Stanford University Prison Experiment

A psychological study conducted by Philip Zimbardo in 1971 at Stanford University, where students were assigned roles of prisoners and guards to explore the effects of perceived power.

Generalization

Drawing a conclusion about a certain characteristic of a population based on a sample from it.

Logical Support

The provision of reasons or evidence to justify a claim or argument.