Author Question: Which of the following recommendations should a service organization consider when it wants to ... (Read 28 times)

jhjkgdfhk · **on:** Jun 29, 2018

Which of the following recommendations should a service organization consider when it wants to identify the need to engage in service recovery efforts?
a. Service organizations should facilitate complaining behavior by its customers.
b. Service organizations should empower their frontstage employees.
c. Service organizations should engage in management by walking around.
d. Service organizations should consider all of these recommendations.
e. Service organizations should ignore all of these.

Question 2

Which of the following documents outlines how the intellectual property of the franchise is to be used by the franchisee?
a. the Confidentiality Agreement
b. the Intellectual Property Contract
c. the Franchise Agreement
d. the Operations Manual

soda0602 · **Reply #1 on:** Jun 29, 2018

Answer to Question 1

d

Answer to Question 2

C. The Franchise Agreement will typically state that the franchisor has rights to the trademarks, copyrights, patents, and trade secrets, and that the franchisee must use them in a limited fashion and only during the term of the Agreement. Use by the franchisee will be subject to the terms and conditions set forth in the Franchise Agreement.