One of the Reasons Service Failures Need to Be Addressed

question 109

Multiple Choice

One of the reasons service failures need to be addressed quickly is to

• A)minimize the zone of tolerance.
• B)increase empowerment zones.
• C)avoid negative word of mouth from upset customers.
• D)avoid a situational ethics conflict.
• E)keep management from finding out what happened.

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Definitions:

Don't Know What To Do

A state of uncertainty or confusion about the course of action to be taken in a situation.

Emergencies Occur Suddenly

A statement describing how emergencies arise without warning, requiring immediate action.

Diffusion Of Responsibility

a socio-psychological phenomenon whereby individuals are less likely to take action or feel a sense of responsibility in the presence of a large group of people.

Obedience To Authority

The tendency to follow orders or directions from someone recognized as a figure of authority.