Which of the Following Statements Has Been Suggested as a Plausible

Multiple Choice

Which of the following statements has been suggested as a plausible explanation for the customer perception that service quality is declining?

A) Technology-based services,which are superior to human-based services,are not being implemented enough
B) Services are leveling the playing field and consistently trying to offer the same level of service to every customer
C) Companies are decreasing their reliance on self-service and increasing the use of human interaction in the performance of services
D) Customer expectations are higher because of the excellent service they receive from some companies
E) Even though it is easy to provide consistent,high-quality service,many companies do not want to do it