As a Result of Total Quality Management,what Change Has Occurred

question 114

Multiple Choice

As a result of total quality management,what change has occurred in service industries?

• A) Peer pressure becomes the technique of social control.
• B) Workers with pro-union attitudes are weeded out.
• C) Management control of work is increased.
• D) Employees are given greater discretion in their work.

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Definitions:

Desired Service

A specific assistance or function that consumers or clients seek to fulfill their needs.

Acceptable Service

A level of service that meets the basic requirements and expectations of customers, deemed satisfactory by the receiving party.

Zone of Tolerance

The range within which customers are willing to accept variations in service performance and still consider the service as meeting their expectations.

Online Banking Services

Financial services provided over the internet, allowing users to conduct transactions, manage accounts, and access banking information remotely.