Inconsistency in Services Refers to the Fact That

question 243

Multiple Choice

Inconsistency in services refers to the fact that

• A)there is no regulation of service industries in terms of basic standards of quality.
• B)the quality of service provided by a firm is often inconsistent with its image.
• C)the performance of one employee may vary from the performance of another employee even though the same firm employs both.
• D)training and standardization of service delivery procedures cannot be accomplished.
• E)services have a varying degree of durability.

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Definitions:

Postindustrial Economy

An economic phase in which manufacturing no longer plays a dominant role, often characterized by an increase in service and information-based industries.

Socialism

A political and economic theory advocating for collective or governmental ownership and administration of the means of production and distribution of goods.

Capitalist Society

A socio-economic system characterized by private or corporate ownership of capital goods, investments determined by private decision, and prices, production, and the distribution of goods determined mainly by competition in a free market.

Programs

Planned series of activities or procedures designed to achieve a specific goal or purpose, often related to education, health, or social services.