When training customers to ensure a better service experience, services should recognize that
a. satisfying all customers with the same service delivery is virtually impossible.
b. significant differences in individuals' evaluations of other customers' behaviors are often rooted in easily observable characteristics.
c. some customers may be less inhibited when they are out-of-towners or among strangers.
d. All of these should be recognized by service organizations when training their customers.
e. None of these is relevant to service organizations when training their customers.
Question 2
Which of the following is like a snapshot of the franchise's fiscal condition?
a. the cash flow statement
b. the balance sheet
c. the income statement
d. the bottom line
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