Building Quality into Services

question 147

Multiple Choice

Building quality into services:

• A) can be easily accomplished by spending more.
• B) can be accomplished without top-level support because it is such a simple idea.
• C) is not necessary unless the service is guaranteed.
• D) can be easily accomplished with surprise quality inspections.
• E) can be improved by giving employees the authority to correct a problem on their own.

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Definitions:

Functionalist

A perspective in sociology that views society as a complex system whose parts work together to promote solidarity and stability.

Conflict theorist

A social scientist who views social life as a competition for limited resources, emphasizing conflict, class struggles, and power disparities as driving social change.

Media effects

Media Effects refer to the impact of media and communication technologies on individual thoughts, feelings, and actions, as well as societal norms and culture.

Mass media

Various forms of communication designed to reach large audiences through mediums like television, radio, newspapers, and the internet, significantly influencing public opinion and culture.