Discuss the social and physical dimensions of the service encounter, explaining how marketers can use these dimensions to improve the quality of the service encounter
What will be an ideal response?
The social dimension of the service encounter is the interaction between the employee and customer. The quality of a company's service depends on the quality of the employee, as the employee's appearance, courtesy, professionalism, and actions all represent the company. Companies should invest in continuous training to ensure that their employees are prepared and empowered to satisfy the customer in each encounter. The physical element of the service encounter is the servicescape, which includes the exterior, interior, signage, colors, sounds, and even smells of the establishment. A carefully designed servicescape can have a positive, welcoming effect on the customer.
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Which of the following is NOT one of the criticisms leveled against CSR?
A. Socially-responsible business practices distract it from the true mission of serving stockholders and increasing profits. B. CSR is simply PR, designed to polish a corporate image but without doing any real good for society. C. Companies that address social problems may earn lower returns, but this allows it to pay lower taxes. D. CSR is merely a "cover-up" for new ways to make profit, while calling it social responsibility. E. All of the above are criticisms against CSR