Jimmy's Car Garage Provides Predictably Great Service to Its Customers

Multiple Choice

Jimmy's car garage provides predictably great service to its customers by providing service training to employees by using a well-defined process.The strategy used by the garage to reduce the standards gap is:

A) analyzing service performance by using service dimensions
B) providing incentives to its service providers.
C) replacing people with machines.
D) achieving service goals through training.
E) understanding customers' expectations through research.