Service providers often encounter rude and unreasonable consumers. Services marketing managers can reduce the delivery gap, even for these customers, by
A)empowering consumers.
B)providing support and incentives for their employees.
C)directing zone of tolerance limits for employees.
D)doing effective customer screening.
E)forcing rude customers to use technology.

Question

Quizplus · Accepted Answer

Providing support and incentives for employees can improve their job satisfaction and motivation, leading to better performance and ability to handle difficult customers. This can also reduce employee turnover and ensure consistent service quality. Empowering consumers, directing zone of tolerance limits, and effective customer screening may not always be feasible or effective strategies for dealing with rude and unreasonable customers. Forcing customers to use technology may also not be a practical solution in all service contexts.

Service Providers Often Encounter Rude and Unreasonable Consumers