Which of the Following Statements Regarding the Sunshine Enterprises Case

question 4

Multiple Choice

Which of the following statements regarding the Sunshine Enterprises case study is TRUE?

• A) Sunshine restaurants average about 20 negative customer complaint per 100 customer comments.
• B) Given the information in the case, the customer defection rate on an average is below 5 percent.
• C) The owner, Abby Martin, studied McDonald's service-delivery system and adopted many of their standardized methods for her restaurants.
• D) Poka-yoke (and the Seven Quality Control (QC) Tools) methods could be used to prevent service upsets like the $25 tip error.

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Definitions:

Epinephrine

A chemical manufactured by the adrenal medulla that accounts for much of the hormone production of the adrenal glands; sometimes called adrenaline.

Autonomic Nervous System

A part of the peripheral nervous system that controls involuntary body functions, such as heart rate, digestion, and respiratory rate.

Heart Rate

The number of heartbeats per minute, an important indicator of heart health and overall physical fitness.

Daily Hassles Scales

Psychological tools used to measure the frequency and intensity of minor daily stressors that can affect overall mental and physical wellbeing.