The First Step a Company Should Take in Creating or Redefining

question 48

Multiple Choice

The first step a company should take in creating or redefining its service environment is to:

• A) decide where the company is now and where it needs to be in order to better serve customers.
• B) review the manner in which the internal and external customer needs are addressed.
• C) create a plan to attract and hold its potential customers.
• D) conduct an inspection of its service and product delivery mechanisms.

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Definitions:

Experiential System

A cognitive process based on sensory experiences, intuition, and personal feelings, as opposed to analytical thinking.

Schema Accessibility

The ease with which a mental schema is activated in one's mind, influencing perception and behavior in specific situations.

Salience

The quality of being particularly noticeable or important; the state or condition of something that stands out or is prominently perceived.

Accessibility

The ease with which information, resources, or services can be reached or used by people.