Which of the following statements is NOT true regarding the importance of the role that an operations manager plays in addressing service quality?
A. The operations manager should realize that the customer' expectations are the standard against which the service is judged.
B. The manager may be able to influence the quality of the service but has little control over the customers' expectation.
C. The tangible component of many services is important.
D. Managers must expect exceptions
Answer: B. The manager may be able to influence the quality of the service but has little control over the customers' expectation.
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a. true b. false
Which of the following approaches to calculating customer value creates a scale that puts survey responses in monetary terms?
A) dollarmetric method B) chi square testing C) conjoint analysis D) regression analysis