Charles Schwab's best customers are instantly directed to customer service representatives, while other customers have to wait longer. Charles Schwab is trying to ________
A) monitor its service systems
B) empower the customers
C) retain the patronage of profitable customers
D) increase consumer participation
E) standardize the service-performance process
C
You might also like to view...
Ruth's company has begun a round of layoffs and she is concerned about her job, as well as her coworker's jobs. In order to lessen the tension, the company can
a. explain what they are doing and the criteria involved. b. move quickly so they are stressed for a shorter period of time. c. encourage employees to take vacation days to look for new jobs. d. cut benefits so that the company saves money and does not need to lay people off
Which of the following studies is the least likely to have been developed using selective coding?
a. A study that finds that posting a personal web site is an imaginary extension of self. b. A study that finds that self-directed seniors tend to be technology optimists who adopt the internet, leading to heavy or light use. c. A study that finds that an online community of Mac users had several elements of religious devotion among its members. d. A study that finds that immigrants buy products from their own countries to feel a connection to the land of their birth. e. A study that finds that parents push their children in those areas where they were themselves not very successful.