The old cliché service with a smile recognizes the

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89. The old cliché, "Service with a smile," recognizes the fact that: A. service providers need t
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pleasant even if the cus not. B. smiling is contagious. C. service providers should smile and not think. D. life is too short to be ugly. E. services are perishable but a smile is forever. 90. Service providers often encounter rude and unreasonable consumers. Services marketing managers can reduce the delivery gap, even for these customers by: 91. After observing a customer verbally abuse a waiter, the first thing a manager can do to ensure quality service is to: 92. 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:
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93. __________ represents the systems and equipment resources that service providers need 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 94. 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 get parts." Rob's company lacks the __________ the crews need to be able to do a good job. 95. 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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