Services Marketing Managers Have Learned That More Employees Will Support

question 71

Multiple Choice

Services marketing managers have learned that more employees will support a quality-oriented process if

• A)they are involved in setting the goals.
• B)perishable services are replaced with tangible services.
• C)they are required to diverge from existing standards.
• D)customers are responsible for setting service quality standards.
• E)the process involves both part-time and full-time employees.

---

Definitions:

Voting Shares

Shares that give the shareholder the right to vote on matters of corporate policy and the election of the board of directors.

Board of Directors

A group of individuals elected by shareholders to oversee the management and make strategic decisions for a corporation.

Shareholder Rights

The entitlements granted to shareholders of a corporation, including the right to vote on corporate matters, receive dividends, and share in the assets upon dissolution.

Proposed Merger

A plan or offer to combine two or more companies into one entity, subject to approval by regulators and shareholders.