Providing high-quality service is difficult for a retailer because
A) competitors often easily duplicate the services.
B) services availed by customers are generally tangible.
C) most employees show a similar performance level.
D) the quality of service can vary dramatically across stores.
E) all employees are not involved in activities that increase customer value.

Question

Quizplus · Accepted Answer

The quality of retail service can vary dramatically from store to store and from sales associate to sales associate within a store. For retailers, it becomes difficult to control the performance of employees who provide service because they are not machines that can be programmed. Sales associates have good days and bad days and, thus, may provide great service to one customer and poor service to the next.

Providing High-Quality Service Is Difficult for a Retailer Because