Get parts robs company lacks the the crews need to be

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get parts." Rob's company lacks the __________ the crews need to be able to do a good job. A. maintenanc e schedule B. instrumental support C. equipment inventory D. service infrastructure E. customer expectation mechanisms Rob is experiencing a lack of proper instrumental support--the systems, equipment, and tools frontline employees need to do their jobs. AACSB: Analytic Blooms: Apply Difficulty: 3 Hard Learning Objective: 12-02 Discuss the four gaps in the Service Gaps Model. Topic: The Gaps Model 95. (p. 260-261) Service employees on the front line often face difficulties when dealing with customers. Marketing managers can help address these difficulties by:
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All of these are important ways to help frontline employees to deal more effectively with customers, thus closing the delivery gap. AACSB: Analytic Blooms: Apply Difficulty: 2 Medium Learning Objective: 12-02 Discuss the four gaps in the Service Gaps Model. Topic: The Gaps Model 96. (p. 261) Technology can help facilitate service delivery through: All of these are potential benefits of incorporating technology--for the use of frontline employees or customers--into service delivery. AACSB: Analytic Blooms: Remember Difficulty: 1 Easy Learning Objective: 12-02 Discuss the four gaps in the Service Gaps Model. Topic: The Gaps Model 97. (p. 261) Today, almost every sales rep can immediately check the company's inventory and production scheduling electronically. This allows sales reps to sell what is available and make promises to customers that they can keep. This technology has improved service delivery through:
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The increased information available due to technology makes it easier for sales reps to set customer expectations appropriately regarding product availability. AACSB: Analytic Blooms: Understand Difficulty: 2 Medium Learning Objective: 12-02 Discuss the four gaps in the Service Gaps Model. Topic: The Gaps Model 98. (p. 262) Although firms such as restaurants have difficulty controlling service quality from day to day, they do
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Christopher Reinemann
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