When __________ are authorized to make decisions to help their customers, service quality generally improves.
A) consultants
B) middle managers
C) corporate executives
D) production control managers
E) frontline employees

Question

Quizplus · Accepted Answer

Frontline employees are the ones who directly interact with customers and understand their needs and preferences. When these employees are authorized to make decisions to help the customers, they can address their concerns and provide better service, leading to improved service quality. Consultants, middle managers, corporate executives, and production control managers may not have the same direct contact with customers and may not have the same understanding of their needs, so they may not be as effective in improving service quality.

When __________ Are Authorized to Make Decisions to Help Their