Services Marketing Managers Have Learned That More Employees Will Support

Multiple Choice

Services marketing managers have learned that more employees will support a quality-oriented process if

A) they are involved in setting the goals.
B) perishable services are replaced with tangible services.
C) they are required to diverge from existing standards.
D) customers are responsible for setting service quality standards.
E) the process involves both part-time and full-time employees.