Which of the following is an example of sensitivity training?
A) having new bus drivers spend their first week on the help desk instead of the bus
B) having store employees play roles of service representative and customer
C) having hotel employees play roles of check-in clerk and hotel guest
D) presenting stereotypical examples of a customers from hell with suggestions for ways to deal with each type
E) having airline employees meet with a counselor on a regular basis
Question 2
Because service capacity is perishable and service demand is highly time dependent, service firms employ yield management strategies in an effort to:
A) control costs.
B) control demand through effective advertising strategies.
C) establish fair guidelines for overbooking capacity.
D) shift customer demand to other firms that can handle the excess business.
E) balance price and revenue considerations with their need to fill unused capacity.
A young Lipizzan at the Spanish Riding School in training equipment, wearing saddle, bridle and long
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