Service excellence will occur only when the
A) top management provides leadership and demonstrates commitment.
B) top management refrains from empowering front-line service providers.
C) top management centralizes its decision-making activities.
D) retailer sets service standards based on internal operations rather than customers' perceptions.
E) retailer provides standardized services rather than personalized services when purchase decisions involve high risks.

Question

Quizplus · Accepted Answer

Service excellence is achieved only when top management provides leadership and demonstrates commitment. Top management must be willing to accept the temporary difficulties and even the increased costs associated with improving service quality.

Service Excellence Will Occur Only When the