Service Employees Are Important to Customers and Competitive Positioning, Because

question 28

Multiple Choice

Service employees are important to customers and competitive positioning, because the front line ____________.

• A)is the most visible part of the firm
• B)contains more employees than management
• C)is often the first to deal with customer complaints
• D)is better trained at dealing with customers than are managers
• E)all of the above

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Definitions:

Labour Costs

The total expenditure borne by employers to compensate their workforce, including wages, benefits, and taxes.

Role Overload

A situation where an individual is expected to fulfill too many roles or tasks within a limited time frame, often leading to stress and reduced performance.

Job Insecurity

The fear or concern of losing one's job or facing a significant downgrade in job conditions, often reflecting broader economic conditions.

Distressed Clients

Customers or clients who are experiencing dissatisfaction, frustration, or difficulty with a product, service, or situation.