A Critical Component That Programs Developed by the Management to Stimulate

A critical component that programs developed by the management to stimulate employee commitment to customer service must include a clear, concrete message that conveys a particular service strategy that frontline people can begin to act on. This is of great importance because

A) people delivering service need to know how their work fits in the broader scheme of business operations.
B) incentives are necessary to give the employees the capability and willingness to provide quality service.
C) it focuses on specific social techniques, such as eye contact, smiling, tone of voice, and standards of dress.
D) managers must demonstrate the behavior that they intend to reward employees for performing.