Service is a institutio nalized b repetitive c

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service is: A. institutio nalized. B. repetitive. C. individualized. D. routine. E. standardized. When service is individualized, standards cannot predict every adjustment that might be needed for a specific situation. This is where empowering employees to determine the best way to meet customer needs is particularly important. AACSB: Analytic Blooms: Understand Difficulty: 2 Medium Learning Objective: 12-02 Discuss the four gaps in the Service Gaps Model. Topic: The Gaps Model 88. (p. 260) Empowering employees as a means of reducing service delivery gaps is particularly important in situations where: When customers are unsure what they need to accomplish their goals, standards cannot predict every adjustment that might be needed for a specific situation. This is where empowering employees to determine the best way to meet customer needs is particularly important. AACSB: Analytic Blooms: Understand Difficulty: 2 Medium Learning Objective: 12-02 Discuss the four gaps in the Service Gaps Model. Topic: The Gaps Model
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89. (p. 260) The old cliché, "Service with a smile," recognizes the fact that: One reason service jobs can be difficult is that service employees must remain pleasant and courteous even when customers are not. AACSB: Analytic Blooms: Remember Difficulty: 1 Easy Learning Objective: 12-02 Discuss the four gaps in the Service Gaps Model. Topic: The Gaps Model 90. (p. 260) Service providers often encounter rude and unreasonable consumers. Services marketing managers can reduce the delivery gap, even for these customers by: 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 91. (p. 260) After observing a customer verbally abuse a waiter, the first thing a manager can do to ensure
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