Author Question: Which of the following best describes the perceived control perspective? A) The more confident and ... (Read 115 times)

cookcarl · **on:** Jun 28, 2018

Which of the following best describes the perceived control perspective?
A) The more confident and in control the service provider, the more relaxed and satisfied the consumer will be with the service.
B) Customer satisfaction is achieved through the effective control of customer perceptions and expectations.
C) Customers are controlled through the use of scripts, and their satisfaction is a function of script congruence.
D) The higher the level of control over the situation perceived by consumers, the higher their satisfaction with the service will be.
E) Rules must be acknowledged and obeyed by all participants if satisfactory outcomes are to be generated.

Question 2

Which of the following is needed to develop goals and objectives?
A) Implementation
B) Mission statement
C) A SWOT analysis
D) Marketing plan
E) Competitive intelligence