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:

Seasonal Affective Disorder

A type of depression that's related to changes in seasons, typically starting in the late fall and early winter and going away during the spring and summer.

Obsessive-Compulsive Disorder

A mental health disorder characterized by recurring, unwanted thoughts (obsessions) and repetitive behaviors (compulsions) that the individual feels driven to perform.

Generalized Anxiety Disorder

A psychological disorder characterized by persistent and excessive worry about different activities and events, often without a specific cause.

Social Phobia

A chronic mental health condition characterized by an intense fear or anxiety of being judged, negatively evaluated, or rejected in a social or performance situation.