When Building Quality into Services, Managers Should

question 179

Multiple Choice

When building quality into services, managers should:

• A) Not worry about training because people will learn by experience.
• B) Spend all of their time watching employees to make sure that they do things right every time.
• C) Require employees to check with managers before attempting to correct any problem.
• D) Empower employees by giving them the authority to satisfy customers' needs without always checking with a supervisor.
• E) None of these alternatives is correct.

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Definitions:

Financial Affairs

The management and analysis of money, investments, and other financial instruments by individuals or entities.

Pledged Assets

Assets that are promised as security for the repayment of a loan.

Monetary

Relating to money or currency, particularly in terms of monetary policy or monetary economics.

Collateral

An asset offered as security for repayment of a loan, forfeitable in the event of default.