Developing, pricing, promoting, and delivering services are challenging.Organizations attempt to reduce inconsistency through
A)paying higher incentives to employees to encourage satisfactory performance.
B)reducing incentives available to employees because of poor performance.
C)reducing the customer contact points in the service delivery process.
D)providing standardization and training.
E)exercising better hiring practices.

Question

Quizplus · Accepted Answer

Providing standardization and training helps in reducing inconsistency in service delivery by ensuring that all employees are following the same procedures and delivering a consistent level of service quality. This leads to greater customer satisfaction and loyalty. Paying higher incentives or reducing incentives available to employees may motivate them to perform better or discourage poor performance, but it does not necessarily address the root cause of inconsistency in service delivery. Similarly, reducing customer contact points may reduce the chances of inconsistency but it may also lead to reduced access or convenience for customers. Exercising better hiring practices may help in hiring the right people for the job, but it is not a guarantee that they will perform consistently without proper training and standardization of service delivery processes.

Developing, Pricing, Promoting, and Delivering Services Are Challenging