The customer service representatives at a call center have been asked to handle each call within five minutes
A recent customer survey by the company revealed that customers appreciate it when employees take the time to answer their questions fully and listen to their grievances. What kind of service gap is apparent here?
A) gap between perceived service and expected service
B) gap between service delivery and external communications
C) gap between service-quality specifications and service delivery
D) gap between management perception and service-quality specification
E) gap between consumer expectation and management perception
D
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What observation rule should you have followed?
Announce initial observations upon entering the room. Disguise yourself in order to observe anonymously. Arrive early and obtain permission to observe.
To prevent its competitors from obtaining sufficient supplies to make their products, Continental Steel, Inc, uses its market power to increase the prices of those supplies. This is A) price discrimination
B) business judgment. C) predatory bidding. D) predatory pricing.