Quality service is to a throw the customer out of the

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quality service is to:
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A. throw the customer out of the restaurant. B. assume the waiter provoked the attack and respond ac C. provide emotional support to the waiter. D. review the delivery support system. E. make sure services delivery expectations are consisten organization. One reason service jobs can be difficult is that service employees must remain pleasant and courteous even when customers are not. Managers can help frontline employees to manage angry customers with courtesy by providing emotional support and incentives. AACSB: Analytic Blooms: Understand Difficulty: 2 Medium Learning Objective: 12-02 Discuss the four gaps in the Service Gaps Model. Topic: The Gaps Model 92. (p. 260) Managers of fast food restaurants struggle with a rapid turnover of personnel. Employee turnover rates of 100 to 200 percent annually are common. The work environment is difficult and customers can often be demanding. One of the first steps managers can take to help workers deliver quality service is to: One reason service jobs can be difficult is that service employees must remain pleasant and courteous even when customers are not. Managers can help frontline employees to manage angry customers with courtesy by providing emotional support and incentives. AACSB: Analytic Blooms: Understand Difficulty: 2 Medium Learning Objective: 12-02 Discuss the four gaps in the Service Gaps Model. Topic: The Gaps Model 93. (p. 261) __________ represents the systems and equipment resources that service providers need
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to be able to close the delivery gap. A. Service infrastructur e B. Quality mechanics C. Instrumental support D. Dynamic support E. Customer interface architecture This is the definition of instrumental support--the systems, equipment, and tools frontline employees need to do their jobs. AACSB: Analytic Blooms: Understand Difficulty: 2 Medium Learning Objective: 12-02 Discuss the four gaps in the Service Gaps Model. Topic: The Gaps Model 94. (p. 261) Rob was complaining to another member of the lawn crew. "I don't know how they expect me to do an adequate job. The mower doesn't work right, the trimmers are so dull they don't cut anything, and the rest of the equipment is so old we can't
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