Which of the Following Is Not a Principal Issue in Service

question 89

Multiple Choice

Which of the following is not a principal issue in service encounter design?

• A)facility location
• B)customer contact behavior and skills
• C)service provider selection, development and empowerment
• D)service recovery and guarantees

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Definitions:

Bicultural Audit

An evaluation of an organization's ability to integrate and respect two or more cultural backgrounds within its operations or strategies.

Substantially Different

significantly varied or not alike in a meaningful or important way.

Organizational Culture

Organizational culture refers to the shared values, beliefs, and practices that shape how work is done and how people interact within an organization.

Transformational Leadership

A leadership style that inspires positive changes in followers, with leaders focusing on higher-order intrinsic needs and fostering a profound organizational transformation.