What does Pareto analysis suggest about the causes of service failures?
A)About 20 per cent of possible causes will explain about 80 per cent of failures.
B)About 80 per cent of possible causes will explain about 20 per cent of failures.
C)Service problems often result from information failures, especially failure to communicate with customers.
D)Customers experience frontstage failures more directly than they experience backstage failures.
E)The causes of problems with service delivery arise at weak links in the service delivery chain.

Question

Quizplus · Accepted Answer

Pareto analysis suggests that about 20% of possible causes will explain about 80% of failures. This is known as the Pareto principle or the 80/20 rule. By focusing on these key causes, service providers can improve service quality more efficiently and effectively.

What Does Pareto Analysis Suggest About the Causes of Service