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:

Chunking

A method of organizing information into familiar, manageable units or chunks, often used as a memory aid to enhance recall ability.

Maintenance Rehearsal

A cognitive process that involves repeatedly verbalizing or thinking about information to keep it in the memory for a longer period.

Dual Coding

A theory proposing that information can be remembered visually and verbally, and that the two systems can support each other in enhancing learning and memory.

Short-term Storage

The part of the memory system where information is temporarily held before it is either discarded or transferred to long-term memory.