Firms are sometimes reluctant to invest in great service,largely because ___________.
A)It is frustrating to change employees' actions
B)It is difficult to have consumers be aware that they are receiving great service
C)It is difficult to sell Wall Street on the idea
D)It takes time and patience before a return on the investment is noticeable
E)None of these

Question

Quizplus · Accepted Answer

Many firms are reluctant to invest in great service, largely because it takes time and patience before a return on the investment may be noticeable. Although the payback might take time, once a firm is able to deliver great service as a core differentiator it is much more likely to provide a sustainable competitive advantage than are most other sources of differentiation.

Firms Are Sometimes Reluctant to Invest in Great Service,largely Because